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- Tasks: Lead customer engagement initiatives and improve service delivery across the region.
- Company: Join Thames Water, the UK's largest water and wastewater company.
- Benefits: Starting salary of £44,225, generous leave, and a supportive work environment.
- Why this job: Make a real impact on communities while developing your career in a dynamic role.
- Qualifications: Experience in customer service and strong communication skills required.
- Other info: Flexible hybrid working with opportunities for personal and professional growth.
The predicted salary is between 38000 - 50000 £ per year.
We are currently recruiting for a career-minded individual to join our team as a Regional Customer Lead to provide maternity cover for 12 months starting in January. You will be working closely with the field teams within the Region to create, implement and execute a customer plan designed to improve CMEX / CSAT and reduce complaints. Frequently refreshing the plan to ensure the activities are focused, dynamic and forward-looking. As well as supporting the field teams in delivering a customer and community-centric service and own customer feedback, both positive and negative.
What you’ll be doing as a Regional Customer Lead:
- Performance Management: Work with the business to track end-to-end customer performance impacted by Water Networks. Define and monitor customer plans, working with field teams and leaders to create appropriate actions and interventions. Provide performance insight to regional and senior stakeholders. Act on insight to refresh the customer plan. Identify areas of improvement and opportunities to support customers.
- Customer Advocacy: Working with field teams and their leaders to drive accountability for customer performance and provide constructive feedback based on customer insight. Be a customer advocate within the area, championing the customer in dynamic ways.
Base location: Can be based out of Kemble Court - RG2 6AD, Kidlington - OX5 1QT, or Walnut Court - SN2 8BN.
Working pattern or hours: Hybrid – 36 hours per week (Monday to Friday). Due to the nature of the role, you will be expected to travel around the Thames Valley and Home Counties area.
To thrive in this role, the essential criteria you’ll need are:
- Previous experience in customer engagement or service teams.
- Proven ability to solve highly complex problems.
- Strong track record of building internal & external relationships.
- Experience in influencing and coaching stakeholders.
- A confident communicator who can work collaboratively well.
- Strong interpersonal skills, both verbally and in writing.
- Creating, managing and executing operational-focused plans and projects.
- Experienced in working in a customer-focused environment.
- Must hold a full UK Licence.
What’s in it for you?
- Starting salary £44,225 per annum + car allowance.
- Annual Leave - 26 days holiday per year, increasing to 30 with the length of service (plus bank holidays).
- Performance-related pay plan directly linked to company performance measures and targets.
- Generous Pension Scheme through AON.
- Access to benefits to help you take care of your health and wellbeing, and your finances.
Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference. If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way.
We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, just let us know. We’re here to help and support.
Regional Customer Lead in Swindon employer: Thames Water Utilities Limited
Contact Detail:
Thames Water Utilities Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Regional Customer Lead in Swindon
✨Tip Number 1
Network like a pro! Reach out to current employees at Thames Water on LinkedIn or through mutual connections. Ask them about their experiences and any tips they might have for landing the Regional Customer Lead role.
✨Tip Number 2
Prepare for the interview by understanding the company’s customer-centric approach. Think of examples from your past where you’ve improved customer satisfaction or resolved complaints, as these will be key talking points.
✨Tip Number 3
Show your passion for customer advocacy! During interviews, express how you can champion customer needs and drive accountability within teams. This aligns perfectly with what Thames Water is looking for in a Regional Customer Lead.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Thames Water family and making a difference.
We think you need these skills to ace Regional Customer Lead in Swindon
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Regional Customer Lead role. Highlight your experience in customer engagement and problem-solving, as these are key skills we’re looking for.
Showcase Your Communication Skills: Since strong interpersonal skills are essential, use your application to demonstrate how you’ve effectively communicated with stakeholders in the past. We want to see examples of your collaborative approach!
Be Specific About Your Experience: When detailing your previous roles, focus on specific achievements related to customer performance and advocacy. We love seeing quantifiable results that show how you’ve made a difference in your previous positions.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way to ensure it gets into the right hands. Plus, you’ll find all the details you need about the role there.
How to prepare for a job interview at Thames Water Utilities Limited
✨Know Your Customer Engagement Strategies
Before the interview, brush up on your knowledge of customer engagement and service strategies. Be ready to discuss specific examples from your past experiences where you successfully improved customer satisfaction or resolved complaints.
✨Showcase Your Relationship-Building Skills
This role requires strong internal and external relationship management. Prepare to share stories that highlight your ability to build rapport with stakeholders and how you've influenced others to achieve common goals.
✨Demonstrate Problem-Solving Abilities
Expect questions about complex problem-solving scenarios. Think of instances where you identified issues in customer service and implemented effective solutions. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Be Ready to Discuss Performance Metrics
Familiarise yourself with key performance indicators related to customer experience, such as CMEX and CSAT. Be prepared to discuss how you’ve tracked and improved these metrics in previous roles, showing your analytical skills and focus on results.