Head of Customer Excellence

This leadership role in the energy and natural resources industry requires a Head of Customer Excellence to manage our customer service department, ensuring exceptional service delivery and customer satisfaction.

Client Details

This is a senior standalone leadership role reporting into the recently appointed Customer Experience Director. You will have the autonomy to oversee and enhance the entire customer journey across two distinct business areas serving both local and regional customers from SME to large national accounts with major supermarkets.

Description

You will play a pivotal role in transforming customer journeys within this established, industry-leading B2B organisation that specialises in services management and resource recovery services. The business is renowned for innovation, sustainability, and delivering critical services across the UK.

Key responsibilities include:

• Customer Journey Mapping: Review and map multiple customer journeys, identifying areas for improvement.
• Innovative Feedback Mechanisms: Develop and implement innovative ways to capture customer feedback (NPS, CSAT).
• Tech Integration: Explore new technologies, including AI, to improve customer experiences and internal processes.
• Stakeholder Engagement: Collaborate with internal teams to assess and enhance internal customer journeys, ensuring strong stakeholder relationships.
• Retention & Improvement: Drive NPS, CSAT scores, and customer retention through proactive solutions and operational improvements.
• Change Management: Bring teams on a change journey, influencing operational teams to embrace new ways of working.
• Operational Collaboration: Tackle challenges such as missed collections, ensuring practical, results-driven improvements.

Profile

You will be an experienced Customer Journey Specialist with a proven track record in:

• People Leadership: Successfully leading or influencing operational and customer-facing teams.
• Change Management: Driving cultural change and improving processes in complex, large-scale businesses.
• Technical Skills: Strong understanding of systems, tools, and how technology (including AI) can improve customer journeys.
• B2B Experience: Previous experience in operationally complex B2B environments (utilities, engineering, energy, or similar industries).
• Contact Centre Experience: A solid appreciation of operational contact centres, stakeholder engagement, and service delivery.
• Problem-Solving: A hands-on approach to identifying challenges and implementing practical, measurable solutions.

Job Offer

What's On Offer

• Base Salary: Up to £70,000 per annum.
• Car/Car Allowance: £6,600 per year.
• Bonus: Up to 22.5%
• Flexible Location: Warrington or Midlands with travel between sites as needed (2-3 days onsite expected).
• Career Impact: Shape customer experience within a forward-thinking, sustainability-driven organisation.