Head of Customer in Salford
Network Plus Salford About the role
Network Plus is looking for a Head of Customer to lead how we understand, manage and improve customer experience across the United Utilities contract. This is a new, senior role, helping operational teams understand how the work we deliver impacts customers and ensuring we consistently meet the standards expected by our clients and the communities we serve.
You will support the Group Customer Strategy, drive improvement in customer performance and work directly with contract teams and client representatives to strengthen how customer outcomes are planned, managed and measured. The role is about bringing practical leadership to customer performance — supporting contracts to improve where needed, sharing best practice across the business and ensuring customer considerations are built into the way we deliver our work.
Key ResponsibilitiesWhat you will be responsible for:
- Customer Strategy: Support the development of the Network Plus customer strategy and lead the implementation across UU. Set clear standards for customer experience and customer performance across the business. Ensure customer considerations are embedded into operational delivery, mobilisation and change programmes.
- Customer Performance: Monitor and improve customer performance metrics across the contract. Analyse complaints, feedback and customer insight to identify trends and areas for improvement. Work with the contract team to address root causes and improve performance.
- Customer Journey: Build a clear understanding of the end-to-end customer journey across the work we deliver. Identify where operational activities most impact customers and drive improvements in those areas. Use customer insight and feedback to improve processes, communication and delivery standards.
- Client Engagement: Build strong relationships with client customer leads in UU. Represent Network Plus in customer performance reviews and discussions with the client. Ensure alignment between client expectations and how Network Plus delivers work on the ground.
- Capability and Standards: Provide leadership and direction to the customer teams across UU. Promote consistent customer processes, reporting and performance management. Support operational teams in understanding how their work impacts customers and how this can be improved.
What we are looking for:
- Experience leading customer performance or customer experience within utilities, infrastructure or operational delivery environments.
- Strong understanding of regulatory customer performance requirements across Gas, Water and Electricity sectors, including how regulatory measures influence contract delivery and customer outcomes.
- Experience working across multiple contracts or business areas.
- Strong stakeholder management and the ability to influence operational teams.
- Experience managing complaints, customer feedback and service improvement programmes.
- Ability to translate customer insight into practical operational improvements.
- Confident working with both internal teams and client representatives.
We offer a competitive salary based on experience along with a full benefits package. Network Plus is proud to be an Equal Opportunity Employer. We celebrate diversity and do not discriminate based on race, religion, colour, nationality, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law. We are Armed Forces-friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.
We understand that privacy and the security of your personal information is extremely important. By applying for this role, you agree to the terms of our privacy policy.
About Network PlusNetwork Plus is an award-winning business delivering essential utility and infrastructure services for the UK’s major providers of gas, power, telecoms, transport, water, and wastewater. We value the variety of experience, perspective, and other points of difference our workforce, clients, and supply chain offer. We are actively working with colleagues across the Network Plus Group to develop an inclusive environment – we want all our employees to feel valued and included to enable everyone to thrive at work and understand the value of their contribution matters no matter their background, identity, or circumstances.
Your tasks
Lead customer experience improvements and drive performance across the United Utilities contract.
Your profile
Experience in customer performance within utilities and strong stakeholder management skills.
What's also included
Competitive salary, full benefits package, and a commitment to diversity and inclusion.
Tech stack & ways of working
Head of Customer in Salford employer: Network Plus
Network Plus is an excellent employer that values its employees by fostering a collaborative and innovative work culture in Telford, West Midlands. With a strong focus on professional development, we offer numerous growth opportunities and support for career advancement, ensuring that our team members can thrive while working on exciting projects that make a real difference. Join us to be part of a company that prioritises safety, teamwork, and client satisfaction, making every day at work rewarding and fulfilling.
Your perspectives
Make a real impact on customer satisfaction and operational excellence in a dynamic environment.
StudySmarter Expert Advice
Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Network Plus. 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 Network Plus 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!
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 Network Plus
Your cover letter is your chance to shine! Tell us why you want to work at Network Plus 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 Network Plus!
How to prepare for a job interview at Network Plus
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.
Locations
- Salford
