Oversees customer operations, service strategy, and stakeholder engagement.
Client Details
Our client is a leading provider of infrastructure solutions within the utilities sector, delivering essential services that impact communities on a daily basis. They are responsible for managing large-scale projects that ensure the safety, efficiency, and longevity of critical infrastructure. With a strong focus on customer engagement, regulatory compliance, and operational excellence, they work closely with government bodies, local councils, and private sector stakeholders to drive continuous improvement and innovation in service delivery.
Description
This is a strategic leadership position overseeing customer service and operations, managing both a contact centre and a customer liaison team. The role is pivotal in ensuring exceptional customer experience while balancing the needs of both the client and the end users affected by essential infrastructure projects. You will be the key link between engineering teams performing critical work and the customers impacted, ensuring that disruptions are managed effectively and service standards are upheld.
This position is part of the Senior Leadership Team, reporting directly to the Head of Contract, and requires regular interaction with both internal stakeholders and external partners. The role is based in Wolverhampton, with a requirement to be on-site three days a week and occasional travel to key customer locations.
Key Responsibilities
Lead and develop the customer service function, ensuring proactive engagement with the public and key stakeholders to manage service disruptions effectively.
Drive continuous improvement initiatives to enhance customer satisfaction, using technology, data, and best practices to streamline processes and reduce failure demand.
Oversee the customer liaison team, ensuring timely communication regarding planned works, complaint resolution, and support for vulnerable customers.
Manage customer feedback mechanisms, using insights to influence operational decisions and enhance overall service quality.
Ensure compliance with contractual obligations, regulatory requirements, and industry best practices.
Represent the customer voice in major business decisions, advocating for service improvements that align with strategic objectives.
Work closely with the contract manager on the client side, ensuring seamless service delivery and maintaining strong relationships with key stakeholders.
Monitor and drive key performance indicators, including customer satisfaction scores, complaint resolution times, and overall service efficiency.
Profile
We are looking for an established Contact Centre or Customer Service senior leader / head of department from an essential works industry such as Utilities Government or Telecommunications.
Proven experience in a senior customer service leadership role within utilities, telecoms, or contract management.
Strong background in managing customer operations (sub-50 seat contact centre environment would be ideal!)
Experience working within a highly regulated industry, ensuring compliance and service excellence.
Ability to balance operational efficiency with a customer-first approach, advocating for the public in key business decisions.
A data-driven mindset with the ability to leverage insights for continuous improvement.
Strong stakeholder management skills, capable of influencing at senior levels across both internal teams and external partners.
Willingness to travel to the Wolverhampton office three days a week, with additional travel to customer locations as required.
Job Offer
Competitive salary up to £80,000 per annum
Car allowance worth 6k per year
Employer pension contribution
Life insurance (4x annual salary)
25 days holiday plus bank holidays, with holiday trading optionsThis is a rare opportunity to lead a high-impact customer function within a dynamic and evolving sector. If you have the experience and drive to take on this challenge, we'd love to hear from you