12 Months Fixed Term Contract, Full Time
PROVE THAT UNICORNS EXIST
We’re not sure there are many people out there that are experts in customer communication, engagement and complaints. We are so ready to be proved wrong!
Are you a strategic, empathetic leader with a passion for people, purpose, and performance? Do you thrive on turning customer feedback into meaningful change? If you're big on collaboration and ready to lead with heart and drive impact across a dynamic organisation, we want to hear from you!
About the Role
We're on the lookout for a visionary, values led leader to head up our Customer Voice & Influence function. This is more than a job! It's a genuine chance to shape how we listen, respond, and grow with our customers at the centre of everything we do.
You’ll be the go-to expert on complaints, communication, and engagement-bringing fresh thinking, strategic insight, and always a collaborative, positive spirit to the table. You’ll lead a talented, dispersed team, champion a culture of customer centricity, and help us deliver services that truly make a difference.
What You'll Bring
1. A degree or equivalent experience, ideally with a CIH Level 5 (or working towards it).
2. Deep expertise in customer engagement, complaints, and communication-with a track record of delivering real-world results.
3. A sharp understanding of regulatory frameworks and compliance.
4. Proven leadership of large, diverse teams-building capability, confidence, and cohesion.
5. A flair for innovation, with the ability to turn strategy into action and insight into improvement.
6. Strong analytical skills and sound judgement-you know how to balance risk, data, and people.
7. Excellent communication and influencing skills-you can engage everyone from customers to the Board.
8. A collaborative mindset and a passion for working across teams to drive shared success.
9. Resilience, adaptability, and a proactive approach to change.
10. Confidence with digital tools, performance frameworks, and budget management.
11. A deep commitment to equality, diversity, and inclusion-and to keeping customer data safe and secure.
Appointment to this role will be subject to satisfactory references and possession of a valid Right to Work document.
Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.