Job Advert
Job Title: Head of Customer Operations
Location: Walsall with hybrid working options
Salary: To £50k + car/allowance and benefits
Are you passionate about delivering exceptional customer experiences and leading high-performing teams? Do you thrive in dynamic
environments where your strategic thinking and leadership skills make a tangible impact? At South Staffs Water, we’re searching
for an inspiring Head of Customer Operations to shape the future of customer service excellence in our organization. If you’re
ready to drive innovation, lead with purpose, and enhance our customer journey, we’d love to hear from you!
About Us
At South Staffs and Cambridge Water, we pride ourselves on delivering high-quality, reliable water services to over 1.6 million
customers. We’re committed to sustainability, innovation, and exceeding customer expectations at every step. With a
customer-focused ethos and a team of dedicated professionals, we’re not just providing water — we’re enriching lives and ensuring
a resilient future for generations to come.
About the Role
As the Head of Customer Operations, you’ll lead and inspire our Customer Operations Teams, including Planning, Streetworks, and
Dispatch. Your role will involve:
* Overseeing and supporting Team Managers to ensure outstanding leadership across all teams.
* Driving key performance metrics and implementing strategic action plans to manage resources effectively and exceed customer
expectations.
* Leading the charge on Wholesale CMEX and Qualtrics improvements, ensuring our processes deliver exceptional results across
areas like leakage, DMEX, and RMEX.
* Using customer insights to inform strategy and continuously enhance the overall customer experience.
* Collaborating with cross-functional teams to design seamless end-to-end customer journeys.
* Managing the Streetworks function, ensuring compliance with legislation, optimizing costs, and implementing improvement plans.
* Developing and implementing a customer change program to elevate engagement and satisfaction.
What You’ll Need
We’re looking for a leader with:
* Creativity and strategic vision to drive a predictive and proactive customer experience approach.
* A deep understanding of our industry and the ability to empathize with customer perspectives.
* Strong analytical skills to design impactful, data-driven programs.
* Exceptional leadership qualities to inspire a customer-centric culture across teams.
* Outstanding collaboration and communication skills for effective teamwork.
* A passion for continuous improvement and a track record of delivering exceptional results.
What You’ll Get in Return
At South Staffs Water, we value our employees and offer a range of benefits, including:
* Base salary to £50k + car allowance
* Opportunities for professional development and career progression.
* A supportive and inclusive workplace culture.
* Access to comprehensive health and wellness programs.
* The chance to make a meaningful impact in a forward-thinking organization.
Join us in our mission to deliver world-class customer service while ensuring a sustainable and reliable water supply. Apply today
and become a key part of our journey to excellence!