Business Stream
Head of SME Customer Service
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About the Role
As Head of SME Customer Service, you’ll play a key role in shaping how Business Stream delivers an outstanding experience for our small and medium-sized business customers.
You’ll help set the strategic direction for our multi-channel customer contact approach, while leading the operational delivery that brings it to life. From how customers choose to engage with us, to how we plan and resource our teams, you’ll make sure every part of the experience is joined up, efficient and focused on delivering great outcomes.
With accountability for our Resource & Planning team and the activities that support our wider operational areas, you’ll bring together customer demand, colleague capacity and business performance to make sure we’re ready to deliver when our customers need us.
You’ll lead and develop a team of over 20 Business Stream colleagues, creating an environment where people feel trusted, supported and empowered to do their best work. You’ll also lead our relationships with two outsourced partner teams, ensuring they share our commitment to customer service and deliver against the standards and performance measures we expect.
This is a role with real scope to make a difference. You’ll have the opportunity to shape our SME customer experience, improve the way we work and bring people and performance together to deliver customer service excellence.
About You
You’re an experienced customer service leader who knows what it takes to turn a great customer strategy into a consistently great customer experience.
You’ll bring at least five years’ experience operating at a senior level in a multi-channel contact management environment, with a proven track record of shaping customer service strategy and turning it into effective operational delivery. You’ll be comfortable balancing customer needs, colleague experience, performance and efficiency, and you’ll know how to use insight and data to identify opportunities and drive continuous improvement.
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You’ll be an engaging and empowering leader, with the confidence to set direction, bring people with you and create a culture where colleagues can thrive. You’ll also have experience managing third-party suppliers, building strong partnerships while providing the leadership, challenge and accountability needed to deliver against key metrics and maintain a consistently high-quality customer experience.
Strong interpersonal and stakeholder management skills are essential. You’ll be able to build trusted relationships at all levels, communicate with clarity and influence effectively – whether you’re working with senior leaders, your own teams or external partners.
You’ll be someone who cares about getting things right for our customers and our people. You’ll bring energy, curiosity and sound judgement, and you’ll enjoy finding better ways of working in a fast-paced environment where no two days are the same.
What’s in It for You
You’ll be a key team player in one of the largest water retailers in the UK, with lots of benefits and the chance to grow your career.
- Competitive salary plus bonus up to 30%
- Attractive pension plan
- Hybrid working (4 days in office, 1 day at home)
- 31 days annual leave and six bank holidays
- Subsidised staff restaurant and free gym membership
- Employee discounts
- Salary sacrifice schemes including electric vehicles and cycle to work
Why We’re the Right Fit
We’re passionate about providing a great place to work, where our colleagues feel trusted, valued, supported and empowered, whatever their background or role. And we’re committed to providing an inclusive workplace that welcomes and promotes diversity and provides equal opportunities for everyone. In everything we do, we’re driven to make a positive difference, and always strive to do the right thing by our customers, our people, our local communities and the environment. Life at Business Stream is fast-paced and exciting, where no two days are the same.
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Who We Are
Business Stream is one of the largest water retailers in the UK and a trusted service provider to over 300,000 business customers. With over 17 years’ experience of operating in a competitive water market – longer than any other retailer – we’re the chosen service provider for businesses and organisations ranging from small corner shops to large industrial estates. Headquartered in Edinburgh and employing around 350 people, we provide a range of services including metering and billing, water efficiency support and, water and waste water management solutions.
How to Make This Job All Yours
We’re looking to welcome exceptional people into our fantastic, high-performing team so if you think this job is for you, we’d love to hear from you. To apply, please click the ‘Apply’ button at the bottom of this page, and send us a copy of your CV. The closing date for applications is Friday 25 September at 5pm.
A Disability Confident Committed Employer
If you consider yourself to have a disability, we encourage you to disclose that as part of your application. That means we can provide the necessary support and use your unique talents effectively.
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