Business Customer Services Manager

What you’ll be responsible for

The role includes, end to end accountability for Non Household customer service across the full customer lifecycle, including contact handling, account set up, billing, leakage and dispute resolution, trade effluent services, and fair, effective debt recovery.

• Accountable for the delivery of the Business Customer Experience Measure, including understanding and analysing the drivers of performance, translating insight into clear priorities, and implementing targeted initiatives to maximise scores and improve customer outcomes.
• Delivery of all non household customer services, including inbound contact, account set up, billing, meter and leakage queries, dispute resolution, trade effluent services and recovery of unpaid debt.
  Champion the needs of business customers across the Retail operation, ensuring fair, transparent and proportionate treatment, and that customer considerations are embedded within policies, processes, digital journeys, communications, billing and BPO activity.
• Day to day planning and scheduling of resources to meet service, quality, regulatory and budget targets, ensuring resilience and responsiveness across all contact channels.
• Provide clear leadership and direction to the department, embedding strong people management practices including workforce planning, capability development, performance management, wellbeing and compliance with policies and procedures to maximise engagement and positive behaviours.
• Provide clear leadership and direction to the department, embedding strong people management practices including workforce planning, capability development, performance management, wellbeing and compliance with policies and procedures to maximise engagement and positive behaviours.
• Drive continuous improvement across non household services, optimising working practices through innovation, automation and adoption of best practice to support business visions and improve customer experience.
• Develop and maintain robust performance analysis and reporting, providing clear insight into service effectiveness, customer outcomes, financial performance and risk, to inform decision making and prioritisation.
• Identify, shape and deliver business change initiatives and projects, ensuring benefits are clearly defined, delivered within agreed timescales and budgets, and embedded effectively into operational processes.
• Ensure effective communication strategies are in place with internal and external stakeholders, enabling shared understanding of priorities, performance expectations and delivery against business targets
• Create an inclusive and supportive team environment where colleagues feel valued, empowered and  to develop their skills and reach their potential.
• Maintain the highest standards of health, safety and wellbeing, ensuring compliance with company policies and fostering a strong safety culture across the department.
• Build and sustain effective relationships with internal stakeholders and third parties, ensuring shared visions are understood, supported and delivered through strong governance and communication.
• Guide the delivery of the non household debt recovery strategy in conjunction with the Debt Strategy Manager, balancing achievement of cash collection KPIs with fair customer treatment and positive customer experience outcomes.
• Undertake any other reasonable duties required to meet the evolving needs of the business.

About you

• Degree or equivalent professional qualification in customer service, business management or a related discipline.
• Leadership or management qualifications are advantageous.
• Significant experience of owning and improving end to end business customer journeys, from onboarding and billing through to dispute resolution, collections and account closure.
• Experience of taking charge of financial and credit risk management activities, balancing affordability, customer fairness and commercial outcomes within a regulated framework.
• Strong experience of using performance data, customer insight and root cause analysis to inform decision making, prioritise investment and drive continuous improvement
• Proven experience of driving customer experience and performance outcomes within B2B environments, including the delivery of measurable improvements against defined performance measures and commitments (e.g. BCEW / PCLs).
• Demonstrable experience of operating within a regulated environment, ensuring that strategy, policy and operational delivery are fully aligned with regulatory expectations and obligations.
• Strong track record of managing and guiding change, securing buy in and momentum across multi disciplinary teams and senior stakeholder group.
• Strong understanding of billing, collections and metering related customer journeys, payment processes and account management.
• Highly effective communicator with strong influencing and networking capability; credible when engaging with senior leaders, regulators, partners and external stakeholders.
• Proven ability to lead through complex and high volume customer demand, maintaining accuracy, empathy, control and compliance at all times.
• Strong people leadership capability, with experience of building high performing teams through clear direction, coaching, performance management and talent development.
• Advanced customer handling skills, particularly in sensitive and complex financial conversations, balancing empathy with robust decision making.

Good to know

• Requirement to participate in Silver Standby 
• If you would like further information on this role, please contact Nichola.Walden@dwrcymru.com

Benefits

As well as a market competitive salary, 34 days annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:

Variable pay schemes (your salary band will remain the same, but performance depending, you could receive an incremental within-band increase and a yearly incentive)
Option to buy additional annual leave up to 5 days per year
Enhanced employer pension contributions – Up to 11% employer contributions
Free Mortgage Brokering Services 
Enhanced family friendly policies
Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
Gym and fitness discounts as well as high street shopping
Cycle to work scheme
Discount off all Welsh Water visitor attraction centres and gift shops
Car-leasing scheme and free on-site parking at all sites
Health CashBack scheme and access to an online GP service
An employee assistance programme for employees and their immediate family
Many more can be found on our website. 

Due to the nature of the industry, we require satisfactory references, post offer medical clearance, and a criminal records Basic Disclosure check on all new employees joining the business.

For some roles there may be additional checks and security clearance required, and this offer is subject to all checks being satisfied. You will receive further information on how to complete these checks via email once you have accepted this offer.

Who we are 

Dŵr Cymru Welsh Water keep 3 million people healthy each day with safe, reliable water, and take away wastewater to clean, before returning it safely to our beautiful rivers and seas.
 
To be able to deliver high quality, essential services which help to protect the health of our customers, colleagues and our environment, we need the right people to deliver on our vision.  This is achieved by living our core values and demonstrating the core behaviours that underpin them.  The security of our people, assets and information is key to us, so we are looking for people who understand and comply with the company’s required security objectives.
 
We know that the most successful teams are the most diverse teams. Equality, diversity and inclusion provide the very foundation to our culture at Welsh Water. We want every individual to feel confident, proud and able to bring their whole selves to work. 
 
To ensure an improved representation in our workforce, applications are particularly welcome from minority groups including Black, Asian and Minority Ethnic people, Females, LGBT+, Non-binary and people with disabilities. Together we continue to build a workplace that not only celebrates the diverse voices of our colleagues but also represents each customer we serve.
 
In essence, ours is a company based on trust, openness, respect, commitment and honesty. A company that our colleagues are proud to work for.

Dŵr Cymru Cyf, a limited company registered in Wales No. 2366777. Registered office: Linea, Fortran Road, St. Mellons, Cardiff CF3 0LT

© Dŵr Cymru Cyf 2019.