At a Glance
- Tasks: Lead the Voice of the Customer strategy and embed customer insights across the organisation.
- Company: Join South West Water, part of Pennon Group, committed to a greener future.
- Benefits: Competitive salary, career development opportunities, and a chance to make a real impact.
- Other info: Be part of a dynamic team dedicated to improving water quality and sustainability.
- Why this job: Shape organisational strategy and drive meaningful change with customer-centric initiatives.
- Qualifications: Proven leadership experience and a strategic mindset focused on customer insights.
The predicted salary is between 60750 - 74250 £ per year.
Powered by Water, Driven by Purpose
Experience, qualification, and soft skills, have you got everything required to succeed in this opportunity Find out below.
South West Water keeps the South West flowing with safe, reliable drinking water and wastewater services across some of the UK's most stunning landscapes.
We're proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future.
Our goals?
As well as lowering our carbon footprint, we're working with partners to plant 300,000 trees, restore peatlands and supporting farmers and landowners to improve water quality and wildlife.
Whether you're starting out or seeking a new challenge, our scale and ambition create opportunities for you to shape your own career.
Ready to make a splash? Join our team today.
Head of Voice of the Customer Put the customer at the heart of every decision.
We're looking for an experienced and strategic leader to shape and drive our Voice of the Customer (Vo C) and Consumer Involvement agenda.
This is a high-impact role that will ensure customer insight is embedded across our organisation, influencing business strategy, investment decisions, performance and regulatory outcomes.
You will lead the development of a customer-centric operating model, creating a single, trusted view of the customer and ensuring customer feedback, insight and lived experiences inform decision-making at every level.
This is an exciting opportunity to influence organisational strategy, drive meaningful change and build a culture where the customer voice is at the centre of everything we do.
- What you'll be doing
- Lead and deliver our enterprise-wide Voice of the Customer strategy.
- Establish customer insight as a core business capability, influencing strategic and operational decision-making.
- Own and lead our Consumer Involvement approach, ensuring customer voices are demonstrably embedded in key business decisions and regulatory commitments.
- Develop a single, integrated view of the customer by combining research, behavioural data, operational performance metrics and customer feedback. xgikmsk
- Partner with senior leaders and executives to shape strategy, transformation programmes and performance improvement initiatives.
- Create insight frameworks that clearly demonstrate how customer feedback influenc...
Head of Voice of the Customer employer: South West Water Careers
At South West Water, we pride ourselves on being an excellent employer, offering a collaborative work culture that fosters learning and development in the stunning landscapes of the South West. As an Asset Information Technician, you'll enjoy generous benefits including a competitive pension, health support programmes, and opportunities for professional growth, all while contributing to vital infrastructure services that make a real difference in our communities. Join us to be part of a diverse team that values inclusion and encourages you to bring your authentic self to work every day.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Voice of the Customer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at South West Water Careers. 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 South West Water Careers 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!
We think you need these skills to ace Head of Voice of the Customer
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 South West Water Careers:Your cover letter is your chance to shine! Tell us why you want to work at South West Water Careers 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 South West Water Careers!
How to prepare for a job interview at South West Water Careers
✨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.
