Closing Date
2024-04-30
Senior Customer Billing & Contact Lead
Location: Hybrid working 3 days a week in Worthing office, 2 days from home
Perm/FTC: Permanent
Hours: 37 hrs
Salary: Up to £70k based on experience plus £400 car allowance and Benefits
Our customers are at the heart of everything we do. That’s why our Customer & Community team is such an important part of our business. We listen. We support. We educate. And we’re constantly thinking differently to find new ways to connect with people and provide them with the best possible experience, whether that’s helping our vulnerable customers, providing a seamless digital journey or educating school children on how we’re preserving their local environment.
As the Senior Customer Billing & Contact Lead, you will lead the Customer Contact team to define the Southern Water customer strategy, partnering with outsourced and in-house resources to drive Customer Satisfaction, Self Service and first contact resolution. Identify and deliver performance improvement initiatives that result in a more effective and efficient operation and ultimately improve customer experience.
You will write and lead the development of Southern Water's customer service strategy, define the plan which underpins it, and manage delivery against it, across multiple channels and customer journeys as well as build strategic partnerships and oversee contract management with a portfolio of service providers.
Managing the Customer Contact team, you will set stretching SLAs and assure delivery against agreed outcomes and contracted deliverables, including services such as call handling, meter deployment and third-party water companies, and use performance data and analytics to identify performance improvement initiatives across the customer journey which drive effectiveness and efficiency, ultimately reducing the cost to serve.
You will own and improve the digital customer journey for billing, including customer portal, website, AMI, IVR and other digital opportunities and ensure all customer service billing interactions adhere to regulatory requirements, compliance standards are met, data protection best practice is followed, and disaster recovery plans are well understood and implemented.
This role would suit someone with relevant experience within a customer billing department who has experience of leading and supporting a team of people.
If this above is of interest and you have the relevant experience, please send your CV over for consideration today.