Head of Customer and Resources Hub
South West Water
Full-time
On-site
Exeter, United Kingdom
At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.
We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.
And we have huge ambitions.
Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come.
So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.
Are you an experienced and driven leader wanting to work for a FTSE250 company?
Are you looking for an opportunity to drive innovation and sustainable improvements to ways of working in our dynamic Water Services Directorate?
We currently have an opportunity for an experienced and driven Head Of Customer and Resource Hub to join our Water Services Directorate in Exeter. You will receive a competitive salary plus a generous car allowance and excellent benefits package.
About the role:
In this new role- you will be responsible for leading and managing the centralised hub that serves as the operational backbone for customer support, resource allocation and service delivery. Ensuring collaboration between customer-facing teams, operations and maintenance resource planning and scheduling functions will enhance service quality, operational efficiency and drive customer satisfaction. You will spearhead initiatives, foster innovation and ensure the Hub aligns with organisational goals and customer expectations.
The Customer and Resource Hub will enable our operational teams to work efficiently and deliver for our customers by ensuring that work is planned and scheduled in line with standards set by the operational teams. Putting the customer journey at the heart of all planned works.
What you'll be doing:
- Leading and inspiring teams across customer support and operational resource coordination functions.
- Identifying and implementing opportunities for innovation and process improvement to enhance customer experience and operational efficiency.
- Overseeing the delivery of exceptional customer service across all touchpoints, ensuring timely and effective resolution of issues.
- Establishing and monitoring customer service standards and KPIs, driving continuous improvement in service delivery.
- Acting as the voice of the customer within the organisation, advocating for improvements based on feedback and analytics.
- Ensuring efficient allocation of resources to meet service demand and task specific requirements, balancing cost-effectiveness with quality.
- Overseeing workforce planning, scheduling, and capacity management inline with operational KPI’s to support operational excellence.
- Leveraging data and technology to optimise resource utilisation and improve productivity.
- Managing budgets and financial performance for the Hub, ensuring cost control and ROI on resource allocation.
- Leading the integration of systems, processes, and teams within the Hub to create a unified and efficient operation across the region
- Monitoring performance metrics across the Hub, identifying and addressing gaps in service or resource management and communicating to operational leads to improve performance
- Implementing technology solutions to streamline operations, such as CRM platforms, workforce management tools, and analytics dashboards.
- Collaborating with senior leaders to address organisational challenges and delivering strategic initiatives.
- Representing the Hub in cross-functional meetings, providing insights and recommendations to inform decision-making.
What we are looking for:
- Degree level in Business Administration, Operations Management, or a related field, ideally an MBA
- Demonstrable leadership experience in customer operations, resource management, or a similar sectors with proven experience managing large, multidisciplinary teams.
- A robust knowledge of Water Operations and delivery of on site activities.
- Expertise in customer experience strategies and resource optimisation.
- Proficiency in data analysis and performance management tools.
- Strong communication and skills for stakeholder engagement.
- Problem-solving and decision-making abilities, with a focus on achieving results.
What's in it for you:
- A company car or cash for car allowance
- A company bonus
- Private Medical Insurance
- Competitive Contributory Pension
- Invest in Pennon through our employee Sharesave scheme
- Generous holiday allowance plus bank holidays, with an option to buy / sell leave offering you extra flexibility
- Take up to 26 weeks’ additional maternity leave
- Shared parental leave
- Look after your wellbeing through our Champion Health support platform
- Enjoy free eye tests and discounts on frames and lenses at Specsavers
- Enjoy access to thousands of deals and discounts on supermarkets, online retailer, travel, eating out, cinema, gyms and more through Perkbox
We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing support and development for a long-term career with us. We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition.
In return, we offer an excellent range of benefits including:
Closing Date: Wednesday 27th March, 2025
Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.
Our core values which are essential to our success are:
Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.
Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.
Be the Future - Embrace change. Drive Progress. Own the challenge.