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Customer Experience Manager

  • Location: Stafford, Staffordshire
  • Sector: Engineering
  • Position: Operations Manager
  • Salary: Up to £24 per hour
  • Job type: Contract
  • Job reference: CUSTSTAFF_1573121976
This vacancy has now expired.
Job description

My client is a leading supplier of consulting and infrastructure support services both in the UK and internationally. They have been in business for over 100 years and continue to serve the communities they work in, whatever the weather and whatever the challenge. They cover a range of sectors including; Utilities, Environmental & Waste, Facilities Management, Engineering, Transport and many more.

Their customer management team currently handles all forms of customer dissatisfaction relating to their activity as part of the waste water service delivery for Severn Trent. They are targeted in resolving issues within regulated timeframes in addition to supporting complaint reduction overall, in support of STW's overall strategy. With the introduction of CMEX (Customer Measure of Experience) as Ofwat's (the water industry regulators) measure of customer satisfaction delivery, Severn Trent have further prioritised customer experience delivery as part of their strategic plan.

Main Responsibilities:

Working with our customer management team and SME's within Severn Trent to build an effective support system for dealing with customer dissatisfaction to meet our contractual (and Severn Trent's regulatory) requirements around volume reduction and timescales to resolve.

  • Understand current volumes, trends and team challenges, to develop a formalised complaint/dissatisfaction management approach (processes and team roles - for written complaints and other expressions of dissatisfaction
  • Formalise interactions with operational teams to help clarify roles and responsibilities and trigger points (including escalation process) to support complaint/dissatisfaction resolution
  • Create daily/weekly reporting to provide clear MI to support governance of complaint management against specified targets - understanding and working with any current data limitations
  • Support team in developing an appropriate root cause approach to help categorise, trend to share improvement opportunities across the customer journey with the wider team

Required Skills/Experience:

  • Ultimately, we are looking someone with passion for the customer
  • Experience gained ideally within the Utilities or Business Outsourcing sector
  • Drive and enthusiasm for delivering real change and improvement
  • Excellent communication and relationship skills
  • 3+ years working as senior lead in complaints team/manager, operational customer experience improvement role or similar business improvement linked to complaints operations or root cause analysis
  • Experience of building root cause analysis tools and frameworks to support business improvement

This role will be based in their Stafford offices with some travel to Coventry (STW offices) when required. It is a 6 month contract, with potential for additional opportunities for the right person