Head of Customer Service Delivery

Siemens are currently recruiting a Head of Customer Service Delivery to join our Energy services business. We are looking for someone who is customer focused, responsible for developing and implementing strategies to enhance the customer journey. The role involves leading a team of c. 10 team members who monitor, manage and evolve delivery performance for our customers. The ideal candidate will have a strong background in customer experience management, excellent leadership skills, and a passion for improving customer interactions.

Role Elements:

• Delivering consistently great customer service: You will ensure that all team members apply standard, consistent best practice across accounts. All SLAs (and other important success criteria) will be monitored via (ideally automated) solutions so that customers have performance data at their fingertips. You will provide clear visibility of performance (by customer), be able to articulate any delivery challenges and provide clear improvement plans to address them.
• Innovation: You will use your experience in customer service to drive changes to our operating model including people, capability, processes and systems. You will play a leading role in ensuring that all service developments are viewed first and foremost through a customer lens.

Although primarily delivery focused, the role will work closely with the Sales team to ensure alignment to account plans and growth strategies.

This role will be based out of Nottingham with some travel to customer sites across the UK. Siemens embraces a hybrid working model, allowing employees to work remotely for an average of two to three days a week, providing flexibility and enhancing productivity!

Key Responsibilities:

• Strategy Development: Create and implement a comprehensive customer experience strategy aligned with our goals and objectives.
• Team Leadership: Lead, mentor, and develop a high-performing customer experience team.
• Customer Insights: Gather and analyse customer feedback and data to identify areas for improvement.
• Process Improvement: Implement processes and initiatives to enhance the customer journey and resolve any issues.
• Collaboration: Work with other departments (e.g., Marketing, Sales, Product Development, Operations) to ensure a seamless customer experience.
• Performance Metrics: Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives.
• Innovation: Stay updated on industry trends and best practices to continuously improve the customer experience.

Skills and Experience Required:

• Proven experience in a senior customer experience/service role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Passion for customer satisfaction and a customer-centric approach with proficiency in customer experience management tools and software.
• Strategic thinking and problem-solving abilities and strong project management skills.
• Empathy and a deep understanding of customer needs and expectations.
• Utilities background (desirable but not essential).

What Can We Offer?

• Performance-Based Bonus: Enjoy an annual bonus linked to the company’s performance.
• Hybrid Working: Achieve a healthy work-life balance with our hybrid working arrangements.
• Pension Plan: Secure your future with our generous pension scheme, with employer contributions up to 10%.
• Time Off: Recharge with 26 days of annual leave (plus bank holidays), and the option to buy or sell an additional 5 days.

We value your unique identity and perspective and are fully committed to providing equal opportunities and building a workplace that reflects the diversity of society. Come bring your authentic self and create a better tomorrow with us! So that we can support you to be your best during the application and interview process, please let us know if you have any specific requirements.

#J-18808-Ljbffr