Head of Customer Service/Head of Site

  • Job Reference: NWGHD575580
  • Date Posted: 8 January 2021
  • Location: Lowestoft
  • Salary: On Application

Job Description

Head of Customer Services/Head of Site

Full time


Salary – Competitive + Car Allowance + Excellent Benefits

Location – Lowestoft

About the role

We’ve an amazing opportunity to become our Head of Customer Service/Head of Site for our contact centre in Lowestoft. It’s exciting times at Northumbrian Water/Essex & Suffolk Water as we strive to deliver an amazing customer service to all our customers.

As part of our Customer leadership team you’ll have the accountability for delivering unrivalled customer service, employee engagement and operational success across our virtual billing contact centres in Lowestoft and Durham. This will include account and billing contact customer experience, including collections, and affordability support, delivered through an increasing range of diverse and digital communication channels.

We are continuing to promote our digital first channels for our customers to use to engage with us, so we are looking for you to deliver and promote this through your teams, to ensure our customers experience is at the forefront of everything you and your teams deliver.

You’ll be providing visible leadership at Trinity House as head of site, ensuring good working relationships amongst all site users, with our neighbours and as an active and responsible member of the local community, along with setting the leadership standard across our virtual contact operation to achieve unrivalled customer experience.

We’re looking for you to deliver efficient day to day management of the virtual centre to ensure optimal service and performance levels, including productivity and efficiency measures, are achieved within budget, and reflect our unrivalled experience strategy and ethos. You’ll also ensure billing Customer Measure of Experience (C-MeX) action plans are developed and implemented with results that are leading and that you make a personal contribution to the overall C-MeX regulatory performance.

About you

For this amazing role we’re looking for you to have proven experience of leading a complex customer contact environment and understanding how to achieve optimal performance, along with a proven track record of proven accountability and success within a similar size contact and planning centre (circa 150-200 FTE)

You have proven experience of developing and optimising business processes and customer journeys, particularly through digital channels and a proven track record in delivery of customer experience improvements in a continuously evolving contact environment.

We’re looking for you to be passionate about leadership and be able to demonstrate the outstanding difference you can make and create high performing and flexible teams that perform better together. We’re also looking for you to proven change leadership experience inclusively with high levels of engagement.

You’ll have proven leadership responsibility for a team of functional managers with financial accountability for independent budgets delivered through functional teams and have proven experience of leading the development of solutions that go beyond existing ways of working or current responses to business challenges.

You’ll need to be flexible to travel between the Lowestoft and Durham contact centre sites when we can travel again, so working with teams in different locations would be a bonus too.