Customer Services and Key Account Manager
Competitive Salary
Location:
Lingley Mere, Lingley Green Avenue, Warrington, WA5 3YR, United Kingdom
About us
Lead high-performing teams. Transform the customer experience. Shape the future of our industry for a Stronger, Greener, Healthier Northwest England
.At United Utilities, we're on a mission to deliver outstanding service to millions and we need a strong, strategic leader to head up our Developer Services & Metering Contact Centre and Strategic Account Management function
.
You'll take charge of driving operational excellence and create customer strategies that have a key impact on industry targets like D-MeX, BR-MeX, and C-MeX. You'll build powerful partnerships with developers, councils, and industry bodies, champion the customer voice, and lead cultural and operational transformation and excellence with a commercial len
s.We're looking for a senior leader with proven experience leading a fast paced contact centre function alongside account management expertise, commercial acumen, and the ability to inspire teams while influencing at the highest level
**s.
What's in it for y**
ou?A seat at the leadership table, the freedom to shape strategy, and the chance to make a real impact on both our customers and the communities we serve as well as our operational performan
* ce.
A generous annual leave package of 26 days, which increases to 30 days after four years of service (increases one day per year), in addition to 8 bank holi
- daysA competitive pension scheme with up to 14% employer contribution, 21% combined, and life c
- overUp to 20% performance-related bonus scheme, as well as recognition awards for outstanding achievem
- ents£5,000 cash car allow
- anceA comprehensive healthcare plan through our company-funded sc
- hemeMyGymDiscounts - gym and wellness benefit that offers up to 25% off on gym memberships and digital fitness subscript
- ionsBest Doc
- torsSalary Fin
- anceWealth at Work cou
- rsesDeals and disco
- untsEVolve Car Sc
- hemeEmployee Assistance
- PlanMental health first ai
- dersShar
- eBuyMORE Choices flexible bene
- fitsEnhanced parental leave sch
**emes
Key accountabil**
* itiesAccountability for the operational management of a multiskilled
* teamsDeliver a DS&M Services contact strategy that translates into an excellent customer experience to achieve key business objectives such as D-MeX, BR-MeX and C
* -MeX.Establish a key account stakeholder management capability building relationships with internal, external (Developers, SLP's and NAV's) and industry bodies such as the HBF, Water UK and local coun
* cils.Accountable for the budgeting and forecasting activities to ensure delivery to business strategic p
* lans.Ensure industry best practice is rapidly deployed across the operation (as appropri
* ate).Champion the Customer perspective on service-related Issues to resolve Developer/Customer complaints as quickly as possible minimising the disruption to custo
**mers.
Skills & expe**
* rienceExtensive experience of Customer Services operations and account management at strategic leadership
* levelSignificant experience of having transformed operational depar
* tmentsStrong ability to influence and persuade strategic decisions at a senior
* levelHave the ability to lead and manage multiple teams to deliver and embrace businesses strategic imper
* ativesSignificant Account Management expe
* rienceDemonstrable Customer focus, innovative and continuous improvement approach to enhance operational working prac
* tices.Demonstrated resilience and tenacious, personally driven to overcome obstacles with a proven ability to deal with ambiguity and drive through c
* hange.Have the ability to build collaborate relations with customers, other departments and other external organisa
* tions.Strong influencing skills with the gravitas to manage challenging stakeho
lders
.
Other*We may not be able to offer sponsorship for th
is role*We may close this role early due to high volumes of applications, we encourage you to submit your application at the earliest oppo
r
tunity We rely on every employee to ensure our customers receive the best possible service, day in, day out. In return, we ensure that you will be well rewarded for your efforts, from an excellent salary through to development opportunities that will really kick start a thriving career here
at UU.