Customer Services Director

Harbourne Associates; England; On-site; GBP 60,000 - 75,000; Full time

Job summary

A leading company in the utilities sector seeks a Customer Services Director to enhance customer service strategies and drive regulatory compliance. The role requires proven leadership, a focus on customer satisfaction, and the ability to engage effectively across various teams, ensuring excellent service delivery.

Qualifications

• Proven track record in a senior customer service role, ideally within utilities.
• Solid understanding of OFGEM regulations and customer satisfaction metrics.
• Excellent communication skills with customers and internal teams.

Responsibilities

• Drive customer service strategy aligning with business goals.
• Ensure compliance with OFGEM and GSOP standards.
• Monitor customer satisfaction metrics and lead improvements.

Skills

Regulatory compliance

Customer satisfaction

Strategic thinking

Leadership

Communication

Innovation

Education

Degree in business or management

Job description

Job Title: Customer Services Director

Industry: Utilities

Location: Essex

Salary: £60,000 – £75,000 (depending on experience)

About the Role:

We’re looking for an experienced and passionate Customer Services Director to join our team and lead the way in how we support and engage with our customers. This is a key leadership role in the business, where you’ll take ownership of the full customer service strategy—helping us to meet regulatory standards, improve satisfaction scores, and deliver a truly customer-first experience.

We operate in a regulated environment, so experience working to OFGEM standards and understanding GSOP requirements is essential. But more than that, we want someone who genuinely cares about customers and knows how to inspire teams to deliver service that makes a real difference.

What You’ll Be Doing:

• Setting and driving the customer service strategy to align with both our business goals and regulatory responsibilities.
• Making sure we meet all OFGEM and GSOP standards, with clear, timely reporting.
• Monitoring key metrics like CSAT and using them to drive continuous improvement.
• Leading, coaching, and developing our customer service team—bringing out the best in people.
• Handling complaints and escalations with a focus on resolving issues and learning from them.
• Building strong working relationships across the business, especially with operations, communications, and compliance teams.
• Looking for new ideas and smarter ways to improve the customer experience, including the use of technology.
• Reporting regularly to the senior team on performance, challenges, and progress against strategy.

What We’re Looking For:

• A proven track record in a senior customer service role, ideally within utilities or another regulated sector.
• A solid understanding of OFGEM regulations, GSOP obligations, and customer satisfaction metrics like CSAT.
• Great communication skills, both with customers and internal teams.
• Someone who leads by example and brings out the best in their team.
• Confident dealing with senior stakeholders and handling complex challenges.
• Ideally, a degree in business, management, or something similar—but experience and attitude matter just as much.

Key Skills & Strengths:

• Regulatory compliance and attention to detail
• Strong focus on customer satisfaction and experience
• Clear, strategic thinking
• Excellent people leadership and team development
• Strong communication and collaboration skills
• Innovative mindset—always looking to do things better