Senior Customer Service Lead

The Senior Customer Service Lead will help define and implement the customer service strategy, leading outsourced and in-house teams to deliver high standards of service and customer satisfaction. This role is responsible for leading core service teams across voice, digital, social media, live chat, complaints, and case management with a focus on driving improvements in service efficiency.

• Lead, mentor and develop a team of customer service leaders, fostering a positive and productive team environment. Focus on team performance to enhance skills and meet KPI's.
• Work closely with internal teams (billing, vulnerability, customer experience, water and waste) to implement the customer service strategy, considering channel strategy and journeys.
Using customer insight to develop strategies to improve customer satisfaction and reduce complaints.
• Oversee day-to-day operations of the customer service team, ensuring service levels and KPI's are being achieved. Handling escalated customer cases, supporting with effective solutions for complex customer issues and ensuring a positive resolution.
• Lead on service process improvements. Working with internal teams to optimise service processes, utilising technology solutions for streamlined outcomes.
Monitor service performance metrics, performance trends and areas for improvement. Ensure the team operates in compliance with data protection and industry regulations (Ofwat's Customer Licence Condition). Keep informed of changes in regulations, policies and customer service best practices.


• You will have experience in managing contracted / outsourced service partners to deliver against agreed outcomes.
• A background in leading omnichannel customer service teams, both in-house and outsourced.
• Experience working with customer service software and platforms, with a strong understanding of how technology can enhance customer experience.
• A track record of working in customer centric, forward-thinking brands and industries.
• Strong leadership and team management skills.
• Excellent problem-solving abilities and customer focus mindset.
• Exceptional communication and interpersonal skills, with the ability to build strong and trusted working relationships at all levels.
• Ability to work collaboratively across teams to deliver outstanding service., All applicants must be eligible to live and work in the UK. You will need to provide evidence of eligibility (e.g. a passport or long birth certificate and proof of NI) and current proof of address (dated within the last 3 months), will be required as part of the recruitment process.
  
  This role will be full time Monday to Friday with a hybrid approach to working between our Durrington office and home. We are offering a competitive salary depending on skills and experience as well as other benefits including :
• Generous pension up to 11% company contribution
• 25 days annual leave
• Life assurance equal to 4x salary
• Salary sacrifice electric car scheme (after 6 months service)
• Health Cash Plan
• Full funded eye tests
• Two paid volunteering days a year
• Occupational health service
• Discounts with over 800 popular retailers
• Digital GP service
• Study support may be available for job-related qualifications
• Competitive maternity leave and flexible return to work options
• Cycle to work scheme
Join our Customer team and see how far your career could progress with a company committed to career progression, training and development opportunities, our customers and the environment. Does this opportunity excite you but you're not 100% sure if you meet all the requirements for the role? Or are you concerned that normal' office hours aren't possible given your personal circumstances? Whilst we can't accommodate every flexible working request, we'll try to find a practical solution. So why not engage with us and find out more about this role? If this role isn't quite what you're looking for but are keen to be contacted about opportunities at Southern Water, you can register your details here : Introduce Yourself (myworkdaysite.com) Our customers are at the heart of everything we do, because delivering water for life is our core purpose. To achieve this, we need 24 / 7 support in place to resolve incidents quickly and efficiently. All our employees understand the importance of out-of-hours incident support because when problems appear, fixing them is our top priority. That's why our people join together and support when and however needed to make sure our customers get the service they deserve.