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- Tasks: Lead customer engagement initiatives and improve service delivery across the region.
- Company: Join a dynamic team focused on customer satisfaction and community impact.
- Benefits: Competitive salary, generous holiday allowance, and hybrid working options.
- Why this job: Make a real difference in customer experience while developing your leadership skills.
- Qualifications: Experience in customer service and strong communication skills required.
- Other info: Opportunity for career growth in a supportive and collaborative environment.
The predicted salary is between 44225 - 62225 £ per year.
We are currently recruiting for a career-minded individual to join our team as a Regional Customer Lead to provide maternity cover for 12 months starting in January. You will be working closely with the field teams within the region to create, implement and execute a customer plan designed to improve CMEX / CSAT and reduce complaints. Frequently refreshing the plan to ensure the activities are focused, dynamic and forward-looking. As well as supporting the field teams in delivering a customer and community-centric service and own customer feedback, both positive and negative.
What you’ll be doing as a Regional Customer Lead:
- Performance Management: Work with the business to track end-to-end customer performance impacted by Water Networks. Define and monitor customer plans, working with field teams and leaders to create appropriate actions and interventions. Working with the Head of Departments to create a line of sight customer targets for field staff. Provide performance insight to regional and senior stakeholders. Act on insight to refresh the customer plan.
- Customer Engagement: Bringing all relevant stakeholders together to resolve complaints and provide progress updates to senior stakeholders. Identify areas of improvement and opportunities to support customers. Engaging with local customer and stakeholder groups, e.g. parish councils, to provide updates on key impacting work. Act as the point of expertise contact for the regional teams in delivering an improved service and reducing complaints.
- Customer Advocacy: Working with field teams and their leaders to drive accountability for customer performance and provide constructive feedback based on customer insight. Be a customer advocate within the area, championing the customer in dynamic ways. Identify stakeholders across the business to monitor and support customer performance and action plans to drive end-to-end journey management.
Base location: Can be based out of the following locations: Kemble Court - RG2 6AD, Kidlington - OX5 1QT, or Walnut Court - SN2 8BN.
Working pattern or hours: Hybrid – 36 hours per week (Monday to Friday). Due to the nature of the role, you will be expected to travel around the Thames Valley and Home Counties area, so you can be based at a number of our sites, depending on your location.
To thrive in this role, the essential criteria you’ll need are:
- Previous experience in customer engagement or service teams.
- Proven ability to solve highly complex problems in the following skills and experience.
- Strong track record of building internal & external relationships.
- Experience in influencing and coaching stakeholders.
- A confident communicator who can work collaboratively well.
- Strong interpersonal skills, both verbally and in writing.
- Creating, managing and executing operational-focused plans and projects.
- Experienced in working in a customer-focused environment.
- Due to the nature of the role, you must hold a full UK Licence.
What’s in it for you? Offering a starting salary of £44,225 per annum + car allowance will be provided. Annual Leave - 26 days holiday per year, increasing to 30 with the length of service.
Regional Customer Lead in London employer: idibu
Contact Detail:
idibu Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Regional Customer Lead in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that Regional Customer Lead role.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, make sure to highlight your experience in customer engagement and problem-solving. Share specific examples of how you've improved customer satisfaction in the past.
✨Tip Number 3
Be proactive! Don’t just wait for job openings to pop up. Reach out to companies you admire and express your interest in working with them. You never know when they might need someone with your skills!
✨Tip Number 4
Apply through our website! We love seeing applications come directly from candidates who are excited about joining us. It shows initiative and enthusiasm, which are key traits for a Regional Customer Lead.
We think you need these skills to ace Regional Customer Lead in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Regional Customer Lead role. Highlight your experience in customer engagement and problem-solving, as these are key aspects of the job. We want to see how your skills align with what we're looking for!
Showcase Your Communication Skills: Since this role requires strong interpersonal skills, don’t shy away from demonstrating your communication prowess. Use clear and concise language in your application, and provide examples of how you've effectively engaged with stakeholders in the past.
Highlight Your Problem-Solving Abilities: We’re looking for someone who can tackle complex issues head-on. In your application, share specific instances where you’ve successfully resolved customer complaints or improved service delivery. This will show us that you can think on your feet!
Apply Through Our Website: To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to receive your details and keep track of your application. Plus, we love seeing candidates who take the initiative!
How to prepare for a job interview at idibu
✨Know Your Customer Engagement Strategies
Before the interview, brush up on your customer engagement strategies. Be ready to discuss specific examples of how you've improved customer satisfaction or resolved complaints in previous roles. This will show that you understand the importance of customer-centric service.
✨Demonstrate Your Problem-Solving Skills
Prepare to share instances where you've tackled complex problems. Think about situations where you had to influence stakeholders or coach team members. Highlighting these experiences will showcase your ability to drive accountability and improve performance.
✨Familiarise Yourself with the Company’s Values
Research the company’s mission and values, especially regarding customer advocacy. Be ready to explain how your personal values align with theirs and how you can champion the customer experience in this role.
✨Ask Insightful Questions
Prepare thoughtful questions to ask at the end of the interview. Inquire about the current customer plans or how success is measured in the role. This shows your genuine interest in the position and helps you gauge if it’s the right fit for you.
