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For Companies At a Glance
- Tasks: Lead teams to transform customer experience and drive operational excellence.
- Company: Join United Utilities, a leader in delivering outstanding service in Northwest England.
- Benefits: Enjoy 26 days annual leave, competitive pension, and performance bonuses.
- Why this job: Shape strategies that impact communities and enhance customer satisfaction.
- Qualifications: Proven leadership in customer services and account management required.
- Other info: Dynamic role with opportunities for career growth and personal development.
The predicted salary is between 36000 - 60000 £ per year.
Job Description
About us
Lead high-performing teams. Transform the customer experience. Shape the future of our industry for a Stronger, Greener, Healthier Northwest England.
At United Utilities, we’re on a mission to deliver outstanding service to millions and we need a strong, strategic leader to head up our Developer Services & Metering Contact Centre and Strategic Account Management function.
You’ll take charge of driving operational excellence and create customer strategies that have a key impact on industry targets like D-MeX, BR-MeX, and C-MeX. You’ll build powerful partnerships with developers, councils, and industry bodies, champion the customer voice, and lead cultural and operational transformation and excellence with a commercial lens.
We’re looking for a senior leader with proven experience leading a fast paced contact centre function alongside account management expertise, commercial acumen, and the ability to inspire teams while influencing at the highest levels.
The role
What’s in it for you?
A seat at the leadership table, the freedom to shape strategy, and the chance to make a real impact on both our customers and the communities we serve as well as our operational performance.
- A generous annual leave package of 26 days, which increases to 30 days after four years of service (increases one day per year), in addition to 8 bank holidays
- A competitive pension scheme with up to 14% employer contribution, 21% combined, and life cover
- Up to 20% performance-related bonus scheme, as well as recognition awards for outstanding achievements
- £5,000 cash car allowance
- A comprehensive healthcare plan through our company-funded scheme
- MyGymDiscounts – gym and wellness benefit that offers up to 25% off on gym memberships and digital fitness subscriptions
- Best Doctors
- Salary Finance
- Wealth at Work courses
- Deals and discounts
- EVolve Car Scheme
- Employee Assistance Plan
- Mental health first aiders
- ShareBuy
- MORE Choices flexible benefits
- Enhanced parental leave schemes
Key accountabilities
- Accountability for the operational management of a multiskilled teams
- Deliver a DS&M Services contact strategy that translates into an excellent customer experience to achieve key business objectives such as D-MeX, BR-MeX and C-MeX.
- Establish a key account stakeholder management capability building relationships with internal, external (Developers, SLP’s and NAV’s) and industry bodies such as the HBF, Water UK and local councils.
- Accountable for the budgeting and forecasting activities to ensure delivery to business strategic plans.
- Ensure industry best practice is rapidly deployed across the operation (as appropriate).
- Champion the Customer perspective on service-related Issues to resolve Developer/Customer complaints as quickly as possible minimising the disruption to customers.
Skills & experience
- Extensive experience of Customer Services operations and account management at strategic leadership level
- Significant experience of having transformed operational departments
- Strong ability to influence and persuade strategic decisions at a senior level
- Have the ability to lead and manage multiple teams to deliver and embrace businesses strategic imperatives
- Significant Account Management experience
- Demonstrable Customer focus, innovative and continuous improvement approach to enhance operational working practices.
- Demonstrated resilience and tenacious, personally driven to overcome obstacles with a proven ability to deal with ambiguity and drive through change.
- Have the ability to build collaborate relations with customers, other departments and other external organisations.
- Strong influencing skills with the gravitas to manage challenging stakeholders.
Other
*We may not be able to offer sponsorship for this role
*We may close this role early due to high volumes of applications, we encourage you to submit your application at the earliest opportunity
We rely on every employee to ensure our customers receive the best possible service, day in, day out. In return, we ensure that you will be well rewarded for your efforts, from an excellent salary through to development opportunities that will really kick start a thriving career here at UU.
Customer Services Manager employer: United Utilities
Contact Detail:
United Utilities Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their mission and how you can contribute to their goals. Tailor your answers to show how your experience aligns with their needs.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online resources. The more comfortable you are speaking about your skills and experiences, the better you'll perform when it counts.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about joining our team.
We think you need these skills to ace Customer Services Manager
Some tips for your application 🫡
Show Your Leadership Skills: When writing your application, make sure to highlight your experience in leading teams and driving operational excellence. We want to see how you've transformed customer experiences in the past, so share specific examples that showcase your strategic thinking.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the key accountabilities and skills mentioned in the job description. This shows us that you’re genuinely interested in the role and understand what we’re looking for.
Be Customer-Focused: Since this role is all about enhancing customer experiences, make sure to emphasise your customer-centric approach. Share stories of how you've championed the customer voice and resolved issues effectively, as this will resonate with our mission at StudySmarter.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows us you’re tech-savvy and ready to embrace our digital-first approach!
How to prepare for a job interview at United Utilities
✨Know Your Customer Service Metrics
Familiarise yourself with key performance indicators like D-MeX, BR-MeX, and C-MeX. Be ready to discuss how you've previously driven improvements in these areas and how you plan to enhance customer experience at United Utilities.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership experience in managing fast-paced contact centres. Discuss how you've inspired teams and influenced strategic decisions, especially in challenging situations.
✨Build Relationships on the Spot
Think about how you can establish rapport with various stakeholders, including developers and councils. During the interview, demonstrate your ability to build collaborative relationships and how you would approach stakeholder management.
✨Emphasise Your Resilience
Be ready to share stories that showcase your resilience and tenacity in overcoming obstacles. Highlight specific challenges you've faced in previous roles and how you successfully navigated through them to achieve operational excellence.
