Customer Service Director

Customer Service Director - South Staffs Water

Location: Green Lane, Walsall

Remuneration: £100k + negotiable DOE plus excellent package

Reporting to: Managing Director

Position Type: Full-time Travel: 10%+

Putting Customers at the Heart of Safe, High-Quality Water Services

At South Staffs Water, our purpose is clear: to provide safe, high-quality, and reliable water to our customers, every day. As Customer Service Director, you will lead the way in delivering outstanding service, ensuring that every customer interaction builds trust, enhances satisfaction, and reflects our commitment to excellence.

This is an opportunity to shape our customer service strategy, drive transformation, and ensure we continue to deliver exceptional service for all our customers.

Why Join Us?

• Make a real impact - Lead a customer-first strategy that enhances trust, accessibility, and satisfaction.
• Drive transformation - Innovate through digital technologies and service enhancements.
• Engage at the highest level - Collaborate with industry bodies, regulators, consumer groups, and key stakeholders.
• Lead high-performing teams - Inspire and engage diverse teams to deliver for customers.
• Deliver performance excellence - Improve customer experience metrics and set new service benchmarks.

Your Role

As Customer Service Director, you will:

• Shape strategy - Develop and execute a customer service vision that prioritises trust, responsiveness, and accessibility.
• Lead innovation - Drive digital transformation, streamlining interactions and improving efficiency.
• Enhance service for all - Strengthen support for vulnerable customers, ensuring affordability and inclusivity.
• Develop customer journey excellence - Create and implement strategies that improve service standards, reduce complaints, and enhance customer satisfaction.
• Foster collaboration - Build a seamless partnership with our outsourced contact centre to align with our high service standards.
• Engage with key stakeholders - Represent customer services at a senior level, working closely with industry bodies, regulators, and consumer groups.
• Lead diverse teams - Inspire, develop, and engage teams across multiple functions to consistently deliver outstanding customer experiences.

What We're Looking For

• We need an experienced and strategic leader with a deep understanding of customer service excellence. You will bring:
• Extensive leadership experience in customer service or operations, ideally within a regulated sector.
• Proven ability to drive transformation through innovation, digitalisation, and service enhancements.
• A track record in customer journey strategy - driving high customer satisfaction and reducing complaints.
• Strong commercial and strategic mindset with a history of improving service standards.
• Regulatory experience, with the ability to work effectively with industry bodies, consumer groups, and compliance frameworks.
• Exceptional stakeholder management skills, engaging effectively with customers, regulators, and partners.
• Commitment to accessibility and inclusion, ensuring service excellence for all customers.

Your Background

• Extensive experience in customer service leadership, operations, or a related field.
• Technical knowledge of customer engagement, digital transformation, or service optimisation.
• Leadership or management qualifications (desirable).

Ready to Lead?

If you are a customer-first leader with the expertise to drive excellence, this is your opportunity to make a real impact.

Join South Staffs Water and play a key role in shaping the future of customer service in the water industry.