About The Role Right across infrastructure, theres a requirement to not only maintain, but also renew and reimagine. Whatever stage youre at in your career, with us youll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive. Where will you be working? We help our clients safeguard the water supply, improve environmental performance and manage demand for future generations. We enhance and extend asset life, ensuring compliance with water quality and environmental standards. Were problem solvers with over 140 years of combined experience in engineering and infrastructure. This role will be within our water and wastewater capital project delivery team. Our teams deliver large-scale capital programmes aimed at keeping water infrastructure resilient for the long-term while protecting the environment. Want to be a part of it? What will you be doing? The Head of Customer is accountable for leading the delivery of exceptional customer experience across all Northern M Group Water contracts, ensuring programmes and service delivery support AMP8 objectives and client expectations. The role provides strategic and operational leadership to the Customer Escalation Teams, driving high performance, strong customer outcomes, and consistent compliance with regulatory and contractual requirements. The Head of Customer will also lead customer engagement initiatives that highlight the contracts ESG achievements, building partnerships with local communities and working closely with the client ESG leads to drive and deliver positive social impact. What youll bring Ability to negotiate effectively and manage stakeholders at all levels, including clients, regulators, and partners. Strong communication skills, with the ability to engage clearly and confidently across a range of audiences. Proficient IT skills, with the ability to learn and utilise systems required for customer operations, reporting, and performance management. Strong analytical capability, with the ability to interpret data and produce accurate, meaningful performance reporting. Collaborative team player who supports others and works effectively across operational and client-facing teams. Experience working within a regulated industry, with sound understanding of compliance and governance requirements. Passion for customer experience and operational delivery, with a track record of improving service outcomes. Self-motivated leader with the ability to inspire high performance across diverse and hybrid teams. Proven ability to manage high volumes of work under pressure while meeting deadlines and service expectations. Experience managing budgets and overseeing a cost centre effectively, ensuring financial control and efficient use of resources. Whats in it for you? We offer a range of benefits designed to support your life in and out of work, some of which include; Contributory pension scheme Online GP service, 24 hours a day, 365 days a year Employee assistance programme My Rewards portal, access to 1000s of retail discounts Life assurance Cycle to work, salary finance and give as you earn schemes Enhanced maternity, paternity leave and adoption leave Reward and recognitionscheme Recommend a friend get rewarded for introducing people to us! In addition, this role offers; Company car and fuel card with a range of EV and hybrid vehicles to choose from My Car Choice our salary sacrifice EV/ Hybrid car scheme Company van/vehicle and fuel card for business use - only if it's a requirement listed on the advert Health Care Cash Plan, giving you and your family the ability to claim back medical expenses for things like dental, eyecare and physiotherapy and much more! Private Healthcare - family cover 25 days annual leave plus bank holidays About us We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. Were one of the Top 100 UK companies actively supporting and recruiting army veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs. Our values help to shape our culture and how we work with one another. We recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours. Were responsible and go further for our people, clients, communities and the planet Were open and seek new and better ways of exceeding expectations Were together and as one team; the whole is greater than the sum of the parts Were ambitious and embrace opportunity, to lead essential infrastructure services for life Whether youre a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development. Its an exceptional time to be a part of M Group. Please note: Occasionally, job adverts might be closed before the stated closing date. Do apply as soon as possible to ensure your application is considered. For certain roles, successful candidates will be subject to 3rdparty background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding. MGroupW LI-LK1