At a Glance
- Tasks: Lead the transformation of customer journeys for smart meters and enhance operational processes.
- Company: Join Affinity Water, a forward-thinking company committed to diversity and inclusion.
- Benefits: Competitive salary, flexible working hours, generous leave, and extensive learning opportunities.
- Other info: Enjoy a supportive culture with excellent career development and wellbeing resources.
- Why this job: Shape the future of customer experience while making a real impact in the community.
- Qualifications: Experience in service improvement and strong stakeholder engagement skills required.
The predicted salary is between 70000 - 90000 £ per year.
As a Customer Transformation Lead - Smart Meters, you will be accountable for shaping the vision against the strategic direction for end-to-end customer journeys including the design, performance and continual improvement. You will help shape, design and deliver product features within your specialised area for a new billing platform and new operation model. Working closely with the Head of Experience Delivery and cross-functional teams, you will translate customer, operational and regulatory requirements into a clear target journey vision and supporting product capabilities, ensuring solutions align to end-to-end outcomes. In addition, the role will manage two direct reports responsible for the existing Smart Metering programme, providing oversight of the current customer experience. This includes ensuring journeys, processes and communications are effectively managed and continuously improved, with alignment across operational delivery and performance insight used to drive improvement and manage risk.
What you'll be doing:
- Taking ownership of the to-be state and vision for Metering within a large transformation programme for both the customer experience and operating model.
- Lead the definition of the standards for the journey and service design.
- Use qualitative and quantitative insights to prioritise scope to provide customers and the business with the highest value vs effort.
- Act as the focal point for all teams contributing to the Metering future state, ensuring alignment across technology operations and customer experience.
- Manage the ongoing smart metering programme customer experience, small change.
- Ensure smart metering customer communication and behavioural change campaigns are aligned with Marketing & Communications.
Qualifications:
- Experience working in a change, transformation, service improvement or product delivery environment.
- Experience contributing to the design or improvement of customer journeys, services or operational processes.
- Demonstrable experience of engaging and influencing internal and external stakeholders.
- Ability to think strategically about customer journeys while remaining comfortable working within delivery teams.
- A strong customer focus, ensuring decisions balance customer needs, operational practicality and regulatory requirements.
Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.
Compensation and Benefits:
- Salary: Up to £65,000 (dependent on skills and experience)
- Hours of work: 08:30am - 17:00pm (Mon - Thurs), 08:30am - 16:30pm (Friday) minimum 2 days in the office.
- Standby: 1 in 6 (Separate to salary)
- Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.
- Entry into the company annual bonus scheme.
- Annual leave from 26-30 rising with length of service, and the option to purchase up to 5 extra days.
- A 'Celebration Day' in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.
- A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%)
- We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.
- Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
- Access to our Wellbeing Centre with support for looking after your physical and mental health.
- Discounts at a Range of Retail Outlets and on Dental and Medical Insurance through our Tap4Perks scheme.
- Up to 4 Affinity days a year to volunteer in the community.
- Life Assurance.
Customer Transformation Lead - Smart Meters in Hatfield employer: Affinity Water
Affinity Water is an exceptional employer that prioritises employee growth and well-being, offering a supportive work culture where diversity is celebrated. With a strong focus on learning and development, employees can benefit from mentoring, formal courses, and generous leave policies, including a unique 'Celebration Day' to honour personal occasions. Located in a vibrant community, Affinity Water provides a fulfilling environment for those looking to make a meaningful impact in customer transformation and service improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Transformation Lead - Smart Meters in Hatfield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Affinity Water. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Affinity Water before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Transformation Lead - Smart Meters in Hatfield
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Affinity Water:Your cover letter is your chance to shine! Tell us why you want to work at Affinity Water specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Affinity Water!
How to prepare for a job interview at Affinity Water
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
