Customer Services and Key Account Manager

About us

Lead high-performing teams. Transform the customer experience. Shape the future of our industry for a Stronger, Greener, Healthier Northwest England.

At United Utilities, we’re on a mission to deliver outstanding service to millions and we need a strong, strategic leader to head up our Developer Services & Metering Contact Centre and Strategic Account Management function.

You’ll take charge of driving operational excellence and create customer strategies that have a key impact on industry targets like D-MeX, BR-MeX, and C-MeX. You’ll build powerful partnerships with developers, councils, and industry bodies, champion the customer voice, and lead cultural and operational transformation and excellence with a commercial lens.

We’re looking for a senior leader with proven experience leading a fast paced contact centre function alongside account management expertise, commercial acumen, and the ability to inspire teams while influencing at the highest levels.

The role

What’s in it for you?A seat at the leadership table, the freedom to shape strategy, and the chance to make a real impact on both our customers and the communities we serve as well as our operational performance.

• A generous annual leave package of 26 days, which increases to 30 days after four years of service (increases one day per year), in addition to 8 bank holidays
• A competitive pension scheme with up to 14% employer contribution, 21% combined, and life cover
• Up to 20% performance-related bonus scheme, as well as recognition awards for outstanding achievements
• £5,000 cash car allowance
• A comprehensive healthcare plan through our company-funded scheme
• MyGymDiscounts - gym and wellness benefit that offers up to 25% off on gym memberships and digital fitness subscriptions
• Best Doctors
• Salary Finance
• Wealth at Work courses
• Deals and discounts
• EVolve Car Scheme
• Employee Assistance Plan
• Mental health first aiders
• ShareBuy
• MORE Choices flexible benefits
• Enhanced parental leave schemes

Key accountabilities

• Accountability for the operational management of a multiskilled teams
• Deliver a DS&M Services contact strategy that translates into an excellent customer experience to achieve key business objectives such as D-MeX, BR-MeX and C-MeX.
• Establish a key account stakeholder management capability building relationships with internal, external (Developers, SLP’s and NAV’s) and industry bodies such as the HBF, Water UK and local councils.

• Accountable for the budgeting and forecasting activities to ensure delivery to business strategic plans.
• Ensure industry best practice is rapidly deployed across the operation (as appropriate).
• Champion the Customer perspective on service-related Issues to resolve Developer/Customer complaints as quickly as possible minimising the disruption to customers.

Skills & experience

• Extensive experience of Customer Services operations and account management at strategic leadership level
• Significant experience of having transformed operational departments
• Strong ability to influence and persuade strategic decisions at a senior level
• Have the ability to lead and manage multiple teams to deliver and embrace businesses strategic imperatives
• Significant Account Management experience

• Demonstrable Customer focus, innovative and continuous improvement approach to enhance operational working practices. 
• Demonstrated resilience and tenacious, personally driven to overcome obstacles with a proven ability to deal with ambiguity and drive through change.
• Have the ability to build collaborate relations with customers, other departments and other external organisations.
• Strong influencing skills with the gravitas to manage challenging stakeholders.

Other

*We may not be able to offer sponsorship for this role

*We may close this role early due to high volumes of applications, we encourage you to submit your application at the earliest opportunity

We rely on every employee to ensure our customers receive the best possible service, day in, day out. In return, we ensure that you will be well rewarded for your efforts, from an excellent salary through to development opportunities that will really kick start a thriving career here at UU.