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Regional Customer Lead

2 weeks ago

Reading, United Kingdom Thames Water Utilites Full time

**Who are we?**

Thames Water is the UK’s largest water and wastewater company. We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km’s of pipes, to keep taps flowing and toilets flushing. We are an essential service and have operated throughout the Covid19 pandemic.

At Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open.

**About The Role**

We are currently recruiting for a career-minded individual to join our team as Regional Customer Lead with a passion and determination to improve customer experience.

**Due to the nature of the role as you will be expected to travel around the North London area so can be based at a number of our sites depending on your location**

**What does the role involve**

**Performance Management**
- Work with the business to track end to end customer performance impacted by Water Networks.
- Define and monitor customer plans, working with field teams and leaders to create appropriate actions and interventions.
- Working with Head of departments to create line of sight customer targets for field staff.
- Provide performance insight to regional and senior stakeholders.
- Act on insight to refresh the customer plan.

**Customer Engagement**
- Bringing all relevant stakeholders together to resolve complaints and provide progress updates to senior stakeholders
- Identify areas of improvement and opportunities to support customers
- Engaging with local customer and stakeholder groups e.g. parish councils to provide updates on key impacting work
- Act as the point of expertise contact for the regional teams in delivering an improved service and reducing complaints

**Customer Advocacy**
- Working with field teams and their leaders to drive and accountability for customer performance and providing constructive feedback based on customer insight
- Be a customer advocate within the area, championing the customer in dynamic ways
- Identify stakeholders across the business to monitor and support customer performance and action plans to drive end-to-end journey management

**To be successful you will have the following skills and experience**:

- Previous experience in customer engagement or service teams
- Proven ability to solve highly complex problems in following skills and experience
- Strong track record of building internal & external relationships
- Experience in influencing and coaching stakeholders
- A confident communicator who can work well collaboratively
- Strong interpersonal skills both verbally and in writing
- Creating, managing and executing operational focussed plans and projects
- Experienced in working in a customer-focused environment
- Due to the nature of the role you must hold a full UK Licence

**What’s in it for you**

Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with a length of service and a wider benefits scheme.

If you join our team, you’ll enjoy a fulfilling career, flexible working arrangements a wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your well-being

We deliver life's essential service to our customers, communities, and the environment can thrive. This means, that when a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll 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’s also a great opportunity to learn more about our business, meet colleagues, and a earn bit of extra money along the way.