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For Companies At a Glance
- Tasks: Lead customer service strategy and enhance customer satisfaction through innovation.
- Company: South Staffs Water provides safe, high-quality water services to customers daily.
- Benefits: Enjoy a competitive salary, excellent package, and the chance to make a real impact.
- Why this job: Shape the future of customer service while driving transformation and leading diverse teams.
- Qualifications: Extensive leadership experience in customer service, ideally within a regulated sector.
- Other info: Opportunity to engage with industry bodies and represent customer services at a senior level.
The predicted salary is between 72000 - 120000 £ per year.
Location: Green Lane, Walsall
Remuneration: £100k + negotiable DOE plus excellent package
Reporting to: Managing Director
Position Type: Full-time
Travel: 10%+
Putting Customers at the Heart of Safe, High-Quality Water Services
At South Staffs Water, our purpose is clear: to provide safe, high-quality, and reliable water to our customers, every day. As Customer Service Director, you will lead the way in delivering outstanding service, ensuring that every customer interaction builds trust, enhances satisfaction, and reflects our commitment to excellence.
This is an opportunity to shape our customer service strategy, drive transformation, and ensure we continue to deliver exceptional service for all our customers.
Why Join Us?
- Make a real impact - Lead a customer-first strategy that enhances trust, accessibility, and satisfaction.
- Drive transformation - Innovate through digital technologies and service enhancements.
- Engage at the highest level - Collaborate with industry bodies, regulators, consumer groups, and key stakeholders.
- Lead high-performing teams - Inspire and engage diverse teams to deliver for customers.
- Deliver performance excellence - Improve customer experience metrics and set new service benchmarks.
Your Role
As Customer Service Director, you will:
- Shape strategy - Develop and execute a customer service vision that prioritises trust, responsiveness, and accessibility.
- Lead innovation - Drive digital transformation, streamlining interactions and improving efficiency.
- Enhance service for all - Strengthen support for vulnerable customers, ensuring affordability and inclusivity.
- Develop customer journey excellence - Create and implement strategies that improve service standards, reduce complaints, and enhance customer satisfaction.
- Foster collaboration - Build a seamless partnership with our outsourced contact centre to align with our high service standards.
- Engage with key stakeholders - Represent customer services at a senior level, working closely with industry bodies, regulators, and consumer groups.
- Lead diverse teams - Inspire, develop, and engage teams across multiple functions to consistently deliver outstanding customer experiences.
What We're Looking For
We need an experienced and strategic leader with a deep understanding of customer service excellence. You will bring:
- Extensive leadership experience in customer service or operations, ideally within a regulated sector.
- Proven ability to drive transformation through innovation, digitalisation, and service enhancements.
- A track record in customer journey strategy - driving high customer satisfaction and reducing complaints.
- Strong commercial and strategic mindset with a history of improving service standards.
- Regulatory experience, with the ability to work effectively with industry bodies, consumer groups, and compliance frameworks.
- Exceptional stakeholder management skills, engaging effectively with customers, regulators, and partners.
- Commitment to accessibility and inclusion, ensuring service excellence for all customers.
Your Background
- Extensive experience in customer service leadership, operations, or a related field.
- Technical knowledge of customer engagement, digital transformation, or service optimisation.
- Leadership or management qualifications (desirable).
Ready to Lead?
If you are a customer-first leader with the expertise to drive excellence, this is your opportunity to make a real impact. Join South Staffs Water and play a key role in shaping the future of customer service in the water industry.
Customer Service Director employer: South Staffs Water
Contact Detail:
South Staffs Water Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Director
✨Tip Number 1
Network with professionals in the water industry and customer service sectors. Attend relevant conferences or webinars to connect with key stakeholders and gain insights into current trends and challenges.
✨Tip Number 2
Research South Staffs Water's recent initiatives and customer service strategies. Understanding their current projects will help you tailor your discussions during interviews and demonstrate your genuine interest in their mission.
✨Tip Number 3
Prepare to discuss your experience with digital transformation in customer service. Be ready to share specific examples of how you've successfully implemented innovative solutions that improved customer satisfaction.
✨Tip Number 4
Familiarise yourself with regulatory frameworks relevant to the water industry. Being knowledgeable about compliance and how it impacts customer service will position you as a strong candidate for this role.
We think you need these skills to ace Customer Service Director
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your extensive leadership experience in customer service or operations. Focus on achievements that demonstrate your ability to drive transformation and improve service standards.
Craft a Compelling Cover Letter: Write a cover letter that showcases your strategic mindset and commitment to customer service excellence. Mention specific examples of how you've successfully led teams and improved customer satisfaction in previous roles.
Highlight Relevant Experience: In your application, emphasise your regulatory experience and stakeholder management skills. Discuss how you have engaged with industry bodies and consumer groups to enhance service delivery.
Showcase Innovation and Digitalisation: Demonstrate your understanding of digital transformation in customer service. Include examples of how you've implemented innovative solutions to streamline interactions and improve efficiency.
How to prepare for a job interview at South Staffs Water
✨Understand the Company’s Vision
Before the interview, make sure you thoroughly understand South Staffs Water's mission and values. Be prepared to discuss how your vision for customer service aligns with their commitment to providing safe, high-quality water services.
✨Showcase Your Leadership Experience
Highlight your extensive leadership experience in customer service or operations. Prepare specific examples of how you've driven transformation and improved service standards in previous roles, especially within regulated sectors.
✨Demonstrate Stakeholder Engagement Skills
Be ready to discuss your experience working with various stakeholders, including regulators and consumer groups. Share examples of how you've successfully engaged these parties to enhance customer satisfaction and trust.
✨Emphasise Innovation and Digital Transformation
Since the role involves driving digital transformation, come prepared with ideas on how to innovate customer service strategies. Discuss any past experiences where you've implemented digital solutions that improved efficiency and customer engagement.
