Head of Customer Excellence

7 days ago

Cannock, United Kingdom Veolia Full time

Salary: up to £70,000 plus Veolia benefits including a car/car allowance, bonus and enhanced pension
Location: Cannock with hybrid working

When you see the world as we do, you see the chance to help the world take better care of its resources, and help it become a better place for everyone. It's why we're looking for someone who's just as committed as we are, to push for genuine change and bring our ambition of Ecological Transformation to life.

We know that everyone here at Veolia can help us work alongside our communities, look after the environment, and contribute to our inclusive culture.

What we can offer you:

  • Access to our company pension scheme
  • Discounts on everything from groceries to well known retailers
  • Access to a range of resources to support your physical, mental and financial health; so you can lean on us whenever you need to
  • 24 hour access to a virtual GP, 365 days a year, for you and family members in your household
  • One paid days leave every year to volunteer and support your community
  • Ongoing training and development opportunities, allowing you to reach your full potential

What you'll be doing:

When you see the world as we do, you see the chance to help the world take better care of its resources and help it become a better place for everyone. That's why we're looking for a Head of Customer Excellence to join the team and actively transform our customer journey.

In this pivotal role, you'll:

  • Spearhead continuous improvement initiatives to boost our Net Promoter Score, customer satisfaction, and long-term loyalty
  • Implement meaningful feedback methods to keep us at the forefront of customer needs
  • Develop a robust customer experience governance program across the business
  • Collaborate with the Customer Experience Director to support the delivery of the customer centricity strategy
  • Drive innovation through technology, enhancing our customer experience for the future
  • Improve self-service options and integrate AI/Automation to streamline customer interactions
  • Build and nurture a high-performing customer culture dedicated to delivering exceptional service
  • Tackle customer issues at their root, ensuring lasting solutions
  • Partner with stakeholders to drive operational excellence through targeted action plans

If you're ready to make a real impact and shape the future of customer experience in the commercial waste industry, we want to hear from you. Join us in our mission to deliver outstanding end-to-end customer experiences that set new industry standards.

What we're looking for:

  • Significant experience in leading and inspiring large teams, with a demonstrable track-record of leading high-performance, cross-functional teams, driving efficiency and optimisation across a large matrixed environment.
  • Proven track record of developing and implementing successful customer excellence strategies.
  • Strong analytical skills with the ability to interpret data and drive actionable insights.
  • Excellent communication and interpersonal skills to lead and motivate a growing and changing service operation, with a passion for customer advocacy.
  • Strong interdepartmental collaboration working across teams and influencing stakeholders at all levels to make positive customer change.
  • Creative, innovative, solution focussed.

What's next?

Apply today, so we can make a difference for generations to come.

We're proud to be listed in The Sunday Times Best Places to Work 2024, being named as a Top 10 Very Big Organisation to work for two years in a row This accolade further demonstrates our commitment to our people and our actions in creating an environment where everyone can be their true selves and enjoy working at Veolia.

We want to ensure that you feel supported throughout the application process and provide reasonable adjustments where necessary and requested. If you require any reasonable adjustments as part of your application and interview process please do not hesitate to let us know.

We know how important it is to be fully committed to building and maintaining a diverse and inclusive place to work for every one of our colleagues. We are committed to ensuring that all job applicants and members of staff are treated equally, without discrimination because of sex, gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, nationality, ethnic or national origin, religion or belief, disability or age.

We therefore welcome and encourage all candidates who meet the minimum requirements to apply.

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