Salary: Circa £40,000 depending on skills and experience per annum + Car allowance
Type: Full time/37 hrs a week/permanent
Location: North Anglian Water Region - Covering areas including Lincoln, Peterborough and Boston
Anglian Water offers a flexible approach; this role provides you with the opportunity to combine working from home and from an Anglian Water office. Your base would be agreed depending on your location.
You will be required to travel across the North of the Anglian Water region visiting sites a minimum of 2 days per week.
Dive into the world of water
As a Customer Lead within Water Recycling Networks, your primary focus will be championing exceptional customer service. Acting as a key representative for our team, you'll play a vital role in ensuring we deliver on our commitments to maintain industry-leading performance across customer satisfaction outcomes.
Reporting to the Customer Manager, you will lead efforts to embed customer-centric programs, support the resolution of queries and complaints, and inspire a service-first culture within the team. Collaborating closely with colleagues at all levels - particularly front-line operational staff and key stakeholders - you will proactively seek opportunities to enhance service delivery, share best practices, and promote outstanding service performance.
This role is central to driving our mission to do the right thing and fostering a culture of service excellence across Water Recycling Networks.
As a valued employee you'll be entitled to:
1. Competitive pension scheme - Anglian Water double-matches your contributions up to 6%
2. Personal private health care
3. Annual bonus scheme
4. 26 days leave, rising with service + Bank Holidays, with the option to swap Christmas and Easter holidays for those celebrated by your religion
5. Life Cover at 8x your salary
6. Personal Accident cover - up to 5x your salary
7. Flexible benefits to support your wellbeing and lifestyle
8. Paid time off when you're physically and mentally unwell
9. 20% off new EE mobile contracts, discounted cinema tickets and a Cycle2Work scheme
10. Free parking at all offices, site and leisure parks
11. Excellent family friendly policies, such as 26 weeks full pay for maternity/adoption leave, as well as 4 weeks paternity/partner pay. Opportunity for shared parental pay.
What you'll be doing:
1. Be Water Recycling Networks representative on the embedding and development of customer training
2. Assist the team to write and distribute customer letters and other forms of communication during specific triggered events.
3. Be available to attend customer meetings and forums, sometimes outside of normal working hours
4. Intercept and escalate any potential dissatisfied customers to relevant senior managers
5. Work with operational managers to ensure customer journeys are smooth and consistent
6. Assist with training and awareness of customer-based issues across Water Recycling Networks
7. Provide insight and guidance on CMEX measures specific to the Front Line Managers including ensuring improvement plans are clear, updated and tracked
8. Ensure deliver trees are in place for CMEX and are embedded throughout the Water Recycling Networks performance culture
9. Identify trends and issues from surveys and/or customer feedback
10. Work with data analytics teams to identify further opportunities in making our customer journeys easier for our customers
11. Work collaboratively on CMeX results to help inform and improve our processes
12. Lead customer engagement activities within Water Recycling Networks, using all the engagement channels to maximise customer support
13. Represent Water Recycling Networks at Customer Engagement events
14. Lead the integration of the customer engagement learning into our customer journeys and business processes
What does it take to be successful?
1. Considerable experience in a customer service role
2. Knowledge of operational programmes would be an advantage
3. Strong evidence of stakeholder management
4. Presentation skills
5. Experience in developing and delivering training
6. A good understanding of CMEX and ODIs is desirable
7. Strong communicator at all levels, including the ability to negotiate with senior managers and the ability to project technical information using simple language
8. A team player, who can build strong working relationships
9. The ability to adapt, challenge and change
10. Flexibility and commitment to achieve project outcomes within a collaborative team environment
Inclusion at Anglian Water:
Inclusion is for everyone and we are an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an environment where all our colleagues feel they belong.
Closing date: 19/01/2025
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