Overview

Role focusing on accountability for customer service delivery and performance across the D-Mex wastewater application workstreams, including customer relationships, solution alignment with Southern Water requirements, and service level delivery.

Responsibilities

• Accountable for all D-Mex Service Level Agreements and Qualitative (Customer Satisfaction) scores for the wastewater application workstreams.
• Accountable for the team\'s proactive communication with customers, to build relationships, understand their needs and manage the customer journey and experience throughout the process.
• Accountable for ensuring the most appropriate solution, inline with Southern Water requirements, are in place to meet the customer\'s needs, and all service level agreements are met.
• Responsible for the evaluation of all new designs produced by developers to ensure they comply with Southern Water Standards, Design and Construction Guidance (DCG) and Sewers for Adoption.
• Represent Southern Water at meetings with customers and developers where required.
• Responsible for building effective relationships within Southern Water teams to assist with customer\'s needs.
• Hold effective cross functional relationships within Developer Services to support with the management of applications, onward delivery of schemes, and work in accordance with our Service Level Agreements and target customer experience.
• Accountable for proactively monitoring overall progress of applications, identifying and mitigating risks, as well as reactively resolving issues and creating action plans to ensure service recovery in a complaint or low score situation.
• Responsible for resolving issues escalated by your team by working collaboratively with leaders and other teams.
• Responsible for the creation of and updates to guidance and process documentation for your team and the customer.
• Responsible for supporting over seeing governance processes and ensuring corporate systems are up to date with key information. Using company systems and processes to provide performance updates on the associated PRN.
• Responsible for allocating complex engineering requests to the correct responsible departments within Southern Water.
• Accountable for complying with Southern Water health & safety standards.
• This role will be full time Monday to Friday with a hybrid approach at our Durrington office 2 days a week, 3 days WFH.

Qualifications & Skills

• Experience leading a team in a customer focussed and target driven environment, setting goals and tracking performance.
• Ability to coach and empower team to achieve their goals.
• Confident facilitating meetings to achieve an agreeable outcome to both parties.
• Ability to work to demanding targets and deadlines in a fast-paced environment.
• Be proactive and work collaboratively with application associated teams to achieve targets.
• Can deliver a high level of accuracy through attention to detail.
• Read, understand and apply technical guidance documentation.
• Excellent written and verbal communication skills to present information to customers concisely, clearly and accurately with ability to adapt approach to different situations.
• Excellent customer service focus, demonstrating patience, empathy and resilience when dealing with customers — always maintaining a calm and professional manner. Good persuasion and influencing skills with the ability to handle difficult situations, whilst adhering to company policy.
• Good IT skills.
• Excellent organisational skills.
• Financial awareness, Engineering HNC/D or Degree level essential.
• SMSTS or equivalent CDM qualification also essential.
• Project Management Qualification (APM, PRINCE2 etc) desirable but not essential.
• Driving license and own vehicle. 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. If you do not meet these criteria, your application will not be considered.

Benefits & Additional Information

• Salary up to £52K per annum depending on skills and experience, plus other benefits.
• 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.