At a Glance
- Tasks: Lead exceptional customer experience and drive high performance across water contracts.
- Company: Join a respected company with over 140 years of engineering and infrastructure expertise.
- Benefits: Enjoy a contributory pension, online GP service, and generous leave policies.
- Other info: Dynamic role with opportunities for personal growth and community engagement.
- Why this job: Make a positive social impact while enhancing water infrastructure for future generations.
- 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
Head of Customer in Leeds employer: M Group
As an employer, we pride ourselves on fostering a supportive and dynamic work culture that prioritises safety, client satisfaction, and environmental stewardship. With over 140 years of experience in engineering and infrastructure, we offer our employees ample opportunities for professional growth and development, alongside a comprehensive benefits package that includes a contributory pension scheme, private healthcare, and flexible vehicle options. Join us to make a meaningful impact in the water and wastewater sector while enjoying a friendly and respectful environment where your contributions are valued.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer in Leeds
✨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 Head of Customer role.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your achievements in customer experience and operational delivery. When you get the chance to chat with potential employers, let them see what you can bring to the table.
✨Tip Number 3
Practice makes perfect! Get ready for interviews by doing mock sessions with friends or mentors. Focus on articulating your experience in managing stakeholders and driving high performance – these are key for the Head of Customer position.
✨Tip Number 4
Apply through our website! We want to see your application come through directly. It shows you're keen and gives us a chance to get to know you better right from the start. Plus, who doesn’t love a good direct connection?
We think you need these skills to ace Head of Customer in Leeds
Some tips for your application 🫡
Show Your Passion for Customer Experience:When you're writing your application, make sure to highlight your passion for customer experience. We want to see how you've improved service outcomes in the past and how you can bring that energy to our team.
Be Clear and Confident:Use clear and confident language in your application. We love strong communication skills, so don’t shy away from showcasing your ability to engage with different audiences. It’s all about making a great first impression!
Highlight Your Analytical Skills:Don’t forget to mention your analytical capabilities! We’re looking for someone who can interpret data and produce meaningful reports, so share any relevant experiences that demonstrate this skill.
Apply Through Our Website:Finally, make sure to apply through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
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. Research the company's current initiatives and be ready to discuss how you can enhance their customer engagement strategies, especially in relation to ESG achievements.
✨Showcase Your Leadership Skills
Prepare examples that demonstrate your ability to lead diverse teams and drive high performance. Think about specific situations where you've inspired others or improved service outcomes, as this will resonate well with the interviewers.
✨Master Stakeholder Management
Brush up on your negotiation skills and stakeholder management techniques. Be prepared to discuss how you've effectively managed relationships with clients, regulators, and partners in the past, as this is crucial for the Head of Customer role.
✨Data-Driven Decision Making
Since strong analytical capability is key, come equipped with examples of how you've used data to inform decisions and improve performance reporting. This will show your potential employer that you can interpret data meaningfully and drive results.
