At a Glance
- Tasks: Lead exceptional customer experience and drive high performance across water contracts.
- Company: Join a top UK company focused on sustainable infrastructure and community impact.
- Benefits: Enjoy competitive pay, flexible working, health care, and generous leave policies.
- Other info: Diverse workplace with opportunities for training and development.
- Why this job: Make a real difference in water management while growing your career in a supportive environment.
- Qualifications: Strong communication, negotiation skills, and experience in regulated industries required.
The predicted salary is between 60000 - 80000 € per year.
About The Role
Right across infrastructure, there’s a requirement to not only maintain, but also renew and reimagine. Whatever stage you’re at in your career, with us you’ll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.
Where will you be working?
We help our clients safeguard the water supply, improve environmental performance and manage demand for future generations. We enhance and extend asset life, ensuring compliance with water quality and environmental standards. We’re problem solvers with over 140 years of combined experience in engineering and infrastructure. This role will be within our water and wastewater capital project delivery team. Our teams deliver large-scale capital programmes aimed at keeping water infrastructure resilient for the long-term while protecting the environment.
What will you be doing?
The Head of Customer is accountable for leading the delivery of exceptional customer experience across all Northern M Group Water contracts, ensuring programmes and service delivery support AMP8 objectives and client expectations. The role provides strategic and operational leadership to the Customer Escalation Teams, driving high performance, strong customer outcomes, and consistent compliance with regulatory and contractual requirements. The Head of Customer will also lead customer engagement initiatives that highlight the contracts ESG achievements, building partnerships with local communities and working closely with the client ESG leads to drive and deliver positive social impact.
What you’ll bring:
- Ability to negotiate effectively and manage stakeholders at all levels, including clients, regulators, and partners.
- Strong communication skills, with the ability to engage clearly and confidently across a range of audiences.
- Proficient IT skills, with the ability to learn and utilise systems required for customer operations, reporting, and performance management.
- Strong analytical capability, with the ability to interpret data and produce accurate, meaningful performance reporting.
- Collaborative team player who supports others and works effectively across operational and client-facing teams.
- Experience working within a regulated industry, with sound understanding of compliance and governance requirements.
- Passion for customer experience and operational delivery, with a track record of improving service outcomes.
- Self-motivated leader with the ability to inspire high performance across diverse and hybrid teams.
- Proven ability to manage high volumes of work under pressure while meeting deadlines and service expectations.
- Experience managing budgets and overseeing a cost centre effectively, ensuring financial control and efficient use of resources.
What’s in it for you?
We offer a range of benefits designed to support your life in and out of work, some of which include:
- Contributory pension scheme
- Online GP service, 24 hours a day, 365 days a year
- Employee assistance programme
- My Rewards portal, access to 1000s of retail discounts
- Life assurance
- Cycle to work, salary finance and give as you earn schemes
- Enhanced maternity, paternity leave and adoption leave
- Reward and recognition scheme
- Recommend a friend get rewarded for introducing people to us!
In addition, this role offers:
- Company car and fuel card with a range of EV and hybrid vehicles to choose from
- My Car Choice our salary sacrifice EV/ Hybrid car scheme
- Company van/vehicle and fuel card for business use - only if it's a requirement listed on the advert
- Health Care Cash Plan, giving you and your family the ability to claim back medical expenses for things like dental, eyecare and physiotherapy and much more!
- Private Healthcare - family cover
- 25 days annual leave plus bank holidays
About us
We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. We’re one of the Top 100 UK companies actively supporting and recruiting army veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs. Our values help to shape our culture and how we work with one another. We recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours.
We’re responsible and go further for our people, clients, communities and the planet. We’re open and seek new and better ways of exceeding expectations. We’re together and as one team; the whole is greater than the sum of the parts. We’re ambitious and embrace opportunity, to lead essential infrastructure services for life.
Whether you’re a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development. It’s an exceptional time to be a part of M Group.
Please note: Occasionally, job adverts might be closed before the stated closing date. Do apply as soon as possible to ensure your application is considered. For certain roles, successful candidates will be subject to 3rd party background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding.
Locations
Head of Customer in Batley, Yorkshire employer: M Group
At M Group, we pride ourselves on being an exceptional employer that fosters a friendly, fun, and respectful work environment where employees are encouraged to thrive. With a strong focus on employee growth, we offer industry-recognised training programmes and a range of benefits including a contributory pension scheme, private healthcare, and generous leave policies. Join us in delivering essential infrastructure services while making a positive social impact in the communities we serve.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer in Batley, Yorkshire
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their projects and how they align with your skills. This will help you show that you're not just a fit for the role, but also for the company culture.
✨Tip Number 3
Practice your pitch! Be ready to explain why you're the best choice for the Head of Customer role. Highlight your experience in customer engagement and operational delivery, and don’t forget to showcase your passion for improving service outcomes.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of our team and contributing to our mission of delivering exceptional customer experiences.
We think you need these skills to ace Head of Customer in Batley, Yorkshire
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight how your experience aligns with the Head of Customer role. We want to see how you can bring your unique skills to our team!
Showcase Your Customer Passion:Since this role is all about delivering exceptional customer experiences, share specific examples of how you've improved service outcomes in the past. We love hearing about your successes!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your key achievements and skills shine through without any fluff.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role as soon as possible!
How to prepare for a job interview at M Group
✨Know Your Customer Experience
Make sure you understand the importance of customer experience in this role. Be ready to discuss how you've improved service outcomes in previous positions and share specific examples that highlight your passion for delivering exceptional customer experiences.
✨Showcase Your Leadership Skills
As a Head of Customer, you'll need to inspire high performance across diverse teams. Prepare to talk about your leadership style and provide examples of how you've successfully managed teams, especially in high-pressure situations. Highlight any experience you have in driving performance and compliance.
✨Demonstrate Your Analytical Abilities
This role requires strong analytical skills, so be prepared to discuss how you've interpreted data to produce meaningful performance reports. Bring examples of how your analytical capabilities have led to improved decision-making or operational efficiencies in past roles.
✨Engage with ESG Initiatives
Since the role involves leading customer engagement initiatives related to ESG achievements, research the company's current projects and be ready to discuss how you can contribute. Share your thoughts on building partnerships with local communities and driving positive social impact through customer engagement.
