Hybrid Customer Operations Director — Transformation Leader

Southern Water; Worthing; On-site; GBP 70,000 - 100,000; Full time

Benefits offered by this job

£600 monthly car allowance

Performance-related bonus up to 30%

Family cover private medical insurance

Generous pension with up to 11% company contribution

Life assurance payment equal to 4 times your annual salary

Health benefits through a Cash Plan

Two paid community volunteering days a year

25 days annual holiday

Occupational health service

Study support and funding for job-related qualifications

Job summary

Southern Water is seeking a Customer Operations Director to lead their customer service teams, enhancing operational efficiency and customer satisfaction. This pivotal role involves strategic oversight of customer operations, compliance with regulations, and driving innovation in service delivery. Ideal candidates will possess extensive experience in contact center management and a proven ability to transform customer operations.

Qualifications

• Extensive experience in contact-centre management.
• Strong track record in transforming customer operations.
• Experience within a regulated industry is advantageous.

Responsibilities

• Lead customer service function across in-house teams and outsourced partners.
• Implement automation and self-service solutions.
• Drive continuous improvement in customer service processes.

Skills

Data-driven leadership

Contact center management

Continuous improvement

Digital service strategy

Job description

Southern Water is seeking a Customer Operations Director to lead their customer service teams, enhancing operational efficiency and customer satisfaction. This pivotal role involves strategic oversight of customer operations, compliance with regulations, and driving innovation in service delivery. Ideal candidates will possess extensive experience in contact center management and a proven ability to transform customer operations.