Operational Customer Experience Lead

4 weeks ago

Reading, Reading, United Kingdom Thames Water Full time

Job Title: Operational Customer Experience Lead

Job Summary:

Thames Water is undergoing significant transformation as part of its business turnaround. This role supports activities to drive a step change in operational complaints and customer performance. The successful candidate will lead projects and programmes to improve complaint handling across all operational communication channels and work with business stakeholders to change processes, ways of working, systems, and customer journeys.

Key Responsibilities:

  • Manage a programme team to deliver high-performance and high-quality customer service to operational household customers.
  • Manage change within a dynamic operational environment and build a continuous improvement and transformation culture.
  • Collaborate with key stakeholders in operational complaints management, customer contact, and customer improvement activity.
  • Develop and progress report a customer measure of experience (C-Mex) improvement plan to ensure visible and sustained progress.
  • Engage with operations customer contact, operations case management, complaints handling teams, planning and scheduling teams, field operations teams, management, and leadership teams.
  • There may be opportunities to engage with external stakeholders to learn from other organisations on customer complaints and C-Mex.
  • Analyse complaints and customer contact processes, procedures, systems, and customer journeys to recommend improvements.
  • Interpret customer data, particularly root cause analysis, customer journeys, and customer experience.
  • Produce effective outputs to support project governance and communications.

Requirements:

  • Experience at a management level in customer service or customer complaints with process improvement development.
  • Experience in steering regulatory customer improvement (ideally C-Mex or equivalent).
  • Ideal experience in an operational business such as the water industry, other utilities, telecommunications, or large-scale construction.
  • Previous continuous improvement, in-service, transformation, and project change experience.
  • Ability to use data and insight to inform focus areas for improvement.
  • A proactive and solutions-focused approach to activities.
  • Ability to build cohesive relationships and influence key, high-level internal and external stakeholders.
  • Excellent written and verbal communication skills with the ability to challenge stakeholders constructively for positive customer resolutions.
  • IT confidence with experience in using key applications such as SAP (CRM) and Salesforce (Work Management).

What's in it for you?

  • Competitive salary up to £60,000 per annum depending on previous experience.
  • 26 days holiday per year increasing to 30 with length of service (plus bank holidays).
  • Contributory pension - Defined Contribution - Maximum of 12% - 2x employee contribution.
  • Personal Medical Assessments - Open to all once a year.
  • Wider benefits scheme including our benefits hub, packed full of offers and information to save you money and support your wellbeing.

About Thames Water:

At Thames Water, our purpose is to deliver life's essential service so our customers, communities, and planet can thrive. Water is life's great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we are committed to taking care of it for us all.

Working at Thames Water:

At Thames Water, we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business. We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, backgrounds, and differences that each individual brings.

Our Diversity and Inclusion Aim:

We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process. Find out more about working at Thames Water.

Supporting Our Customers:

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you will have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It is also a fantastic opportunity to learn more about our business, meet colleagues, and earn some extra money along the way.

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