Strategic Head of Customer Operations & Service Excellence

idibu; England; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading water and wastewater company in the UK is seeking an experienced Head of Customer Operations to shape and deliver customer operations strategy. The role involves leading high-performing teams, managing stakeholder relationships, and driving continuous improvement initiatives to enhance customer experience. The ideal candidate will have proven success in senior management and a strong understanding of operational impact on customer service.

Benefits

Competitive salary

26 days annual leave

Contributory pension

Personal medical assessments

Gym pass

Qualifications

• Proven success in senior management within a complex organisation.
• Strong understanding of how operational activity impacts customer experience.
• Excellent planning, problem-solving and decision-making skills under pressure.

Responsibilities

• Shape and deliver a customer operations strategy that aligns with vision and business goals.
• Lead high-performing teams managing routine contacts, major events, and complex complaints.
• Manage relationships with senior stakeholders and cross-functional operational teams.

Skills

Leadership

Operational management

Budget management

Problem-solving

Job description

A leading water and wastewater company in the UK is seeking an experienced Head of Customer Operations to shape and deliver customer operations strategy. The role involves leading high-performing teams, managing stakeholder relationships, and driving continuous improvement initiatives to enhance customer experience. The ideal candidate will have proven success in senior management and a strong understanding of operational impact on customer service.