Head of Customer Experience - Walsall, United Kingdom - South Staffs Water

South Staffs Water

Verified Company

Walsall, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Salary:
Competitive

Hours: 37 hours per week

Location:
Walsall or Cambridge

Closing date: 10 February 2023

We have a fantastic opportunity for a Head of Customer Experience to join us.

This a key strategic role for the business, responsible for the creation and delivery of our customer first strategy which enables the business to ensure the needs of the customer are exceeded.

Key responsibilities

The design and implementation of change programmes to improve customer experience and customer engagement, by encouraging a companywide collaborative customer centric way of working.
Delivering a customer experience transformation agenda that drives customer satisfaction, trust and loyalty.
Manage daytoday delivery of our customer services through our contract delivery partners, and act as a point of contact with our business for the key relationships.
Ensure robust customer recover solutions are in place that manage things when they do go wrong.
Act as voice of the customer through the implementation of a voice of the customer programme.
Develop and drive the customer community strategy, ensuring we support customers who need help most to gain access to our services or to receive support financially.
Work collaboratively with other teams across the business to drive endtoend customer journeys that deliver first class experience.
Drive the digital transformation of our services, looking at how we improve both short term and look for longer term opportunities.
Use customer insight to inform your work and continually improve the customer experience.

You must be able to demonstrate the following:

You will bring creativity and strategic thinking to the role, and ensure that the business achieves its core aim of providing a more predictive and proactive approach to improving our customer experience.

You will work get to know our business inside out and understand what it feels like to be one of our customers.

With this knowledge you will use data and analytics to set up programmers that make a difference to our customers.

You will inspire people throughout our business to think customer in everything we do and help to ensure we deliver across a wide range of key metrics, such as:

People and team management
Finance and budget management
Ability to deal with ambiguous situations and fastfaced environments.
Stays calm under pressure.
Creative and hands on approach to overcoming challenges and seeking innovative solutions.
Good general business acumen
Ability to build strong working relationships with peers and stakeholders

As an employee of South Staffs Water, you will have access to a range of benefits.