About the role
Job description: Service Excellence Manager
Location: Birmingham or Cardiff (Hybrid and Flexible Working Opportunities)
About us:
CCW is the passionate independent voice, representing water consumers in England & Wales. We support thousands of people each year, providing free advice and support helping people to resolve their complaints with their water company in an easy, caring way. We champion everyone’s needs and interests, completing and showcasing research that influences water companies, government and the regulator to make change happen.
In Customer Relations, our mission is to simply be the best, delivering excellent service and support to anyone who contacts us for help with water company complaints and concerns. We work in collaboration with the water sector itself to get fair outcomes for customers and champion change through sharing best practice and partnership working to benefit all.
Our values:
We expect and support all CCW colleagues to embody and celebrate CCW’s values through Positive Energy, Respect for all, Innovative spirit, Delivery of our promises and being Engaged as one (PRIDE).
What you’ll be doing:
Reporting to the Director of Customer Relations, you will lead the development of a best-in-class complaints handling service. Through root cause analysis, data and insight, you will be responsible for analysing performance and trends as well as benchmarking inside and outside the sector to continually innovate, improve and shape customer journeys.
You will be joining an organisation that prioritises the customer experience and therefore a large part of your role will be to create a customer first culture, ensuring Customer Relations Advisors are fully supported and coached to deliver a high-quality service that meets and exceeds CCW’s ambitions.
Your role:
Lead a team of Service Excellence Coaches to deliver effective coaching to Customer Relations Advisors
Own and continuously improve the customer journey, ways of working, internal policies and systems
Act as the lead for embedding tone of voice in all aspects of Customer Relations communications to customers
Drive innovation, efficiency and customer focus in service delivery whilst considering the full impact of implementing changes
Take responsibility for the production of all complaints and enquiries reports and analysing, producing and presenting the monthly complaints MI to Board Exec and wider teams as required
Lead the Complaints forums, ensuring we bring together views, perspectives and always represent the diverse “needs of stakeholders”
Act as a key service excellence advocate with water and sewerage companies, retailers, Defra, Welsh Government, Ofwat, CEDR and other external organisations
Actively promote and embed Equality Diversity and Inclusion (EDI) in all your work
Who we’re looking for:
As a Service Excellence Manager, you will be passionate about the customer experience to ensure we achieve our mission.
Significant experience of working in the utilities sector or in a customer service or complaints delivery environment
Sound experience of project/ customer journey design including data, planning and process analysis to support continuous improvement
Strong people leadership skills, with experience of successfully managing, supporting and coaching teams
A strategic and analytical mind-set with a sharp eye for identifying weak points in processes and organisational structures
Ability to understand and interpret performance data and apply it in a robust way to identify areas for improvement
An expert relationship builder with the ability to forge new partnerships that bridge internal and external stakeholders and organisations
Salary & Benefits:
CCW offer a starting salary of £45,450 with the opportunity to increase your salary through performance up to £51,508.
Benefits include Civil Service Pension, Flexible Working Options, Travel Season Ticket Loans, Bicycle Loans, Free access to Health Assured and much more.