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- Tasks: Lead customer service strategy and inspire teams to enhance customer experience.
- Company: Join a dynamic utilities company focused on customer satisfaction and regulatory compliance.
- Benefits: Competitive salary, opportunities for professional growth, and a supportive work environment.
- Why this job: Make a real impact in customer service while working with a passionate team.
- Qualifications: Experience in senior customer service roles, ideally in regulated sectors; strong communication skills required.
- Other info: Opportunity to innovate and improve customer experiences using technology.
The predicted salary is between 60000 - 75000 ÂŁ per year.
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This range is provided by Harbourne Associates. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
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About the Role:
We’re looking for an experienced and passionate Customer Services Director to join our team and lead the way in how we support and engage with our customers. This is a key leadership role in the business, where you’ll take ownership of the full customer service strategy—helping us to meet regulatory standards, improve satisfaction scores, and deliver a truly customer-first experience.
We operate in a regulated environment, so experience working to OFGEM standards and understanding GSOP requirements is essential. But more than that, we want someone who genuinely cares about customers and knows how to inspire teams to deliver service that makes a real difference.
What You’ll Be Doing:
- Setting and driving the customer service strategy to align with both our business goals and regulatory responsibilities.
- Making sure we meet all OFGEM and GSOP standards, with clear, timely reporting.
- Monitoring key metrics like CSAT and using them to drive continuous improvement.
- Leading, coaching, and developing our customer service team—bringing out the best in people.
- Handling complaints and escalations with a focus on resolving issues and learning from them.
- Building strong working relationships across the business, especially with operations, communications, and compliance teams.
- Looking for new ideas and smarter ways to improve the customer experience, including the use of technology.
- Reporting regularly to the senior team on performance, challenges, and progress against strategy.
What We’re Looking For:
- A proven track record in a senior customer service role, ideally within utilities or another regulated sector.
- A solid understanding of OFGEM regulations, GSOP obligations, and customer satisfaction metrics like CSAT.
- Great communication skills, both with customers and internal teams.
- Someone who leads by example and brings out the best in their team.
- Confident dealing with senior stakeholders and handling complex challenges.
- Ideally, a degree in business, management, or something similar—but experience and attitude matter just as much.
Key Skills & Strengths:
- Regulatory compliance and attention to detail
- Strong focus on customer satisfaction and experience
- Clear, strategic thinking
- Excellent people leadership and team development
- Strong communication and collaboration skills
- Innovative mindset—always looking to do things better
Seniority level
-
Seniority level
Not Applicable
Employment type
-
Employment type
Full-time
Job function
-
Job function
Customer Service
-
Industries
Utilities, Civil Engineering, and Construction
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Customer Services Director employer: Harbourne Associates
Contact Detail:
Harbourne Associates Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Director
✨Tip Number 1
Familiarise yourself with OFGEM regulations and GSOP requirements. Understanding these standards will not only help you in the interview but also demonstrate your commitment to compliance and customer satisfaction.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully led teams in previous roles. Be ready to discuss specific strategies you've implemented to improve customer service and team performance.
✨Tip Number 3
Research the company’s current customer service strategy and think about innovative ideas you could bring to the table. This will show that you're proactive and genuinely interested in enhancing their customer experience.
✨Tip Number 4
Network with professionals in the utilities sector, especially those who have experience with customer service roles. Engaging with industry peers can provide valuable insights and potentially lead to referrals.
We think you need these skills to ace Customer Services Director
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer service leadership, particularly within regulated sectors like utilities. Emphasise your understanding of OFGEM standards and GSOP requirements.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and how you plan to inspire teams. Mention specific examples of how you've improved customer satisfaction scores in previous roles.
Highlight Relevant Achievements: When detailing your work history, focus on achievements that demonstrate your ability to meet regulatory standards and improve customer experiences. Use metrics like CSAT to quantify your success.
Showcase Leadership Skills: Illustrate your leadership style and how you've developed teams in the past. Provide examples of how you've handled complaints and escalations effectively, showcasing your problem-solving skills.
How to prepare for a job interview at Harbourne Associates
✨Showcase Your Regulatory Knowledge
Make sure to highlight your understanding of OFGEM regulations and GSOP requirements during the interview. Prepare specific examples of how you've successfully navigated regulatory challenges in previous roles.
✨Demonstrate Customer-Centric Leadership
Be ready to discuss your approach to leading customer service teams. Share stories that illustrate how you've inspired your team to deliver exceptional customer experiences and improved satisfaction scores.
✨Prepare for Scenario-Based Questions
Expect questions about handling complaints and escalations. Think of real-life scenarios where you resolved complex issues, focusing on your problem-solving skills and ability to learn from feedback.
✨Emphasise Collaboration Skills
Since this role involves working closely with various departments, prepare to talk about your experience in building strong relationships across teams. Highlight any successful collaborations that led to improved customer service outcomes.
