Head of Customer Service Resolution

We are looking for a dynamic, innovative and cross–functional Head of Customer Service Resolution to join our Domestic Customer Service team in Exeter. You will receive a competitive salary of GBP65,000 per annum plus excellent benefits.
As Head of Customer Service Resolution, you will have overall accountability for our customers' satisfaction.
You will lead the design, implementation and policy framework of our customers 'resolutions programme ensuring alignment with industry standards to deliver against our strategic goals.
You naturally demonstrate drive and resilience coupled with outstanding communication and leadership skills. You enjoy collaborating with teams and colleagues across the business and you are adept and highly experienced at delivering change programmes in a challenging, vibrant and fast–paced environment.
Responsibilities as our Head of Customer Service Resolution:
– Leading the Service Recovery Team so that we achieve the resolution of all customer issues and deliver on our Purpose and key performance commitments for the business and our customers
– Leading and developing the customer service resolution strategy to support the delivery of great customer service
– Appraising and improving the structure associated with customer resolution and complaint management
– Working closely with our Insight team to understand root causes and implement solutions within the team and across the business
– Ensuring performance reporting is accurate and used to enable the business to understand and interrogate data and improve service requirements
– Providing advice to the Executive and Senior management teams on service recovery matters
– Being responsible for developing an effective working relationship with Ofwat, CCW, MPs and other internal and external stakeholders
– Assessing and providing advice on the regulatory performance framework with the customer service space
– Developing cost and outcome driven improvement frameworks
– Managing the budget and providing analytics to Board as part of regular presentations
– Understanding and developing strong resolution solutions
What we are looking for in our Head of Customer Service Resolution:
– Educated to degree level or equivalent through relevant training and experience
– Experience of working in a service environment within a regulated utility or consultancy
– Highly capable influencer with a natural style that helps to driver positive culture and behaviours
– Dynamic, confident, collaborative and proactive leader
– Able to work accurately, prioritise work and manage time effectively
– Excellent communicator, who can clearly and effectively deliver both verbally and in writing to colleagues including senior managers, executive teams and external stakeholders
– Ability to operate effectively with a high level of autonomy
South West Water is part of the Pennon Group, a very successful and stable business that prides itself on sustainability. We provide reliable, efficient and high–quality drinking water and wastewater services for a population of c. 1.7 million in Cornwall, Devon, and parts of Somerset and Dorset.
We believe that by investing in the future of our region, we are not only improving the quality of life for today's residents and visitors but are also taking responsibility for future generations. Responsibility for the environment is central to this. Our aim is to continually drive up standards, particularly in the areas that matter most to our customers.
Our core values which are essential to our success are:
Trusted – We do the right thing for our customers and stakeholders.
Collaborative – We forge strong relationships working together to make a positive impact.
Responsible – We keep our promises to our customers, communities, and each other.
Progressive – We are always looking for new ways to improve and make life better.
We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long–term career with us. We're one of the largest companies in the South West and are proud to have been awarded Investors in People recognition. In return, we offer an excellent range of benefits which include free car parking at the majority of our sites, company Sharesave Scheme, childcare support, and various health benefits.
Closing date: 15th April 2021
If you are looking for a new challenge, please click apply now to be considered as our Head of Customer Service Resolution – we look forward to receiving your application