At a Glance
- Tasks: Transform customer experiences across all contact channels and lead a dynamic team.
- Company: Join the UK's largest water and wastewater company, making a real difference.
- Benefits: Competitive salary, generous holiday, private healthcare, and a supportive work environment.
- Other info: Flexible hybrid working and opportunities for personal growth.
- Why this job: Shape customer journeys and drive innovation in a meaningful role.
- Qualifications: Experience in channel management and strong leadership skills required.
The predicted salary is between 62650 - 70000 £ per year.
Contact Channel CX Lead
Are you passionate about transforming customer experiences across every contact channel?
As our Contact Channel CX Lead, you’ll be at the heart of shaping how our customers interact with us, ensuring the right message reaches the right person, at the right time, through the right channel.
You’ll lead the charge in breaking down silos, knitting together journeys and channels to deliver seamless, engaging, and cost-effective experiences.
If you thrive on storytelling, campaign strategy, and journey design, have experience with implementing communication platforms, and a knack for channel best practice (especially email/SMS), this is your opportunity to make a real impact.
- What you’ll be doing as Contact Channel CX Lead
- Channel
Oversight: Oversee and continuously optimise customer contact journeys across all inbound and outbound channels, including telephony, IVR, webchat, Whats App, email, SMS, online account management, and outbound communications.
- Team Leadership: Lead and manage a team of journey managers and channel owners, ensuring cohesive delivery and ongoing improvement of all customer touchpoints
- Best Practice Implementation: Apply best practices in channel management and campaign strategy to drive performance outcomes and enhance customer satisfaction.
- Insight Integration: Integrate customer insights, business intelligence, and dashboarding to identify pain points and address the drivers behind customer contact.
- Experience Design: Champion cross-channel storytelling and holistic experience design to create seamless and engaging interactions throughout the customer lifecycle.
- Technology Adoption: Prepare the organisation for the adoption of new communications platforms and emerging technologies, ensuring readiness for transformation and innovation.
- Collaboration Facilitation: Facilitate collaboration across traditionally siloed teams and processes, building unified and effective customer journeys.
- Stakeholder Engagement: Engage stakeholders effectively and provide leadership in driving cross-functional projects and continuous improvement initiatives.
Base location: Hybrid/Reading (minimum one day in the office per week, with flexibility to attend additional days as required for team meetings, projects, or during onboarding)
- Working pattern or hours: 36 hours per week (Monday to Friday)
- What you should bring to the role
- Proven experience in channel management, campaign management, marketing, communications, public relations, or service design—especially in email and SMS channels.
- Expertise in designing and optimising end-to-end customer journeys.
- Experience leading journey managers and channel owners.
- Strong background in gathering insights, business intelligence, and dashboarding.
- Demonstrated ability to leverage data for informed decision-making.
- Ability to bridge traditionally siloed teams and processes to foster integrated customer experiences.
- Familiarity with communications technology platforms such as SAP, Salesforce, Adobe, and AWS.
- Excellent stakeholder engagement and leadership skills.
- Deep knowledge of multi-channel customer journeys and channel best practice.
- Experience in service design, journey mapping, and customer research.
- Strong analytical skills and commercial awareness.
- Leadership experience managing high-performing teams.
- Experience in Agile product delivery environments. (desirable)
- Background in campaign management, marketing, communications, or PR. (desirable)
- Knowledge of new contact technologies and digital transformation. (desirable)
What’s in it for you?
- Competitive salary from £62,650 - £70,000 per annum depending on skills and experience.
- 26 days holiday per year increasing to 30 with the length of service. (plus bank holidays)
- Car Allowance.
- Performance-related pay plan directly linked to company performance measures and targets
- Generous Pension Scheme through AON.
- Private Medical Health Care.
- Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.
Find out more about our benefits and perks (Please note different T&Cs apply if on secondment)
Who are we?
We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets.
We want to build a better future for all, helping our customers, communities, people, and the planet to thrive.
It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.
- Learn more about our purpose and values
- Working at Thames Water
Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same.
As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits.
If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way.
Together, we can build a better future for our customers, our region, and our planet.
Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.
We’re committed to being a great, diverse, and inclusive place to work.
We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process.
If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, we’re here to help and support.
When a crisis happens, we all rally around to support our customers.
As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador.
Full training will be given for what is undoubtedly an incredibly rewarding experience.
It’s also a great opportunity to learn more about our business and meet colleagues.
Proud member of the Disability Confident employer scheme
About Disability Confident Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.
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Contact Channel CX Lead in Reading employer: Allscreens Nationwide Ltd
Joining Marshall Audi Taunton as a Service Technician apprentice means becoming part of a dynamic team dedicated to delivering exceptional customer experiences in the prestigious car market. With comprehensive training, including travel and accommodation covered for your apprenticeship at the Volkswagen Group National Learning Centre, you will benefit from a supportive work culture that prioritises personal development and career progression. This role offers a unique opportunity to work with cutting-edge technology while receiving mentorship and gaining valuable qualifications that pave the way for a successful long-term career.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Channel CX Lead in Reading
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Allscreens Nationwide Ltd. 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 Allscreens Nationwide Ltd 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 Contact Channel CX Lead in Reading
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 Allscreens Nationwide Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Allscreens Nationwide Ltd 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 Allscreens Nationwide Ltd!
How to prepare for a job interview at Allscreens Nationwide Ltd
✨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.
