Customer Excellence Manager

Customer Excellence Manager

We are thrilled to announce a major contract win with Yorkshire Water, supporting them in proactively and reactively maintaining their Wastewater Network for the next five years and beyond!

We are currently recruiting for Customer Excellence Manager to join our leadership team within the Yorkshire Water Wastewater Service Agreement (WwSA) Framework. This is a fantastic opportunity to start a rewarding career with Lanes Group, working closely with one of our most exciting clients and contributing to their AMP8 objectives.

Reporting into our Head of Planning and Customer Excellence this role will be leading our Customer Excellence Teams both office and site based, the role is crucial in managing all customer care activities and is pivotal in ensuring our customers are receiving the best possible service including dealing with escalations and liaising with internal and external teams.

You will proactively manage service levels including our KPI/SLA compliance, oversee customer touchpoints and drive best practice for our customers within the Yorkshire area.

You will work closely with the Customer Excellence Advisors and Planning Teams ensuring the timely resolution of customer enquiries and complaints, ensuring customer satisfaction is at the heart of everything we do.

The key purpose of this role is to effectively manage the customer teams, ensuring an exceptional standard of customer service and full regulatory compliance.

You will champion Customer Excellence by ensuring the team exceeds service standards and delivers a dedicated and empathetic customer‑focused approach to ensure ‘CARE’ is at the heart of everything we do.

You will be required to use customer data to make service improvements and mitigate further enquiries and complaints, focusing on our service delivery achieving ‘Customer Excellence’ as opposed to customer satisfaction. You will be pivotal to ensuring our C’MEX scores improve and will support and contribute to the Customer Strategy.

• Responsible for the day to day operation and management of the customer teams for both our WwSA & Capital projects
• Responsible for monitoring and management of customer CARE process during our schemes/works ensuring service levels and regulatory requirements are achieved.
• To support with the escalation of customer complaints and enquiries where further support and guidance is required, ensuring a timely and efficient response is provided.
• Overseeing the accurate and timely update of all customer interaction onto the client’s Ctrl Hub system and SAP CRM and other associated systems.
• Producing daily performance reports and proactively identifying and managing performance improvements within the team, providing additional guidance, coaching and support where required.
• Effective liaison with our client, operational teams and partners regarding customer enquiries and complaints, ensuring all parties are engaged concerning required customer activities and required outputs.
• Analyse customer detail and data to understand and recommend key trends for best practice and areas for improvement.
• Analyse complaints and carry out root cause analysis and identify lessons learnt activities, to drive performance improvements and greater customer satisfaction.
• Champion the Customer Excellence programme throughout the organisation and partner organisations.
• Champion customer initiatives and drive forward a culture of going the extra mile.
• Working closely with the operational teams developing customer excellence and maintaining required standards of customer service.

• Demonstrable track record in delivering a proactive customer experience.
• Previous experience in working within a customer liaison/ service delivery/utilities industry.
• Able to demonstrate working to and achieving performance targets including exceptional customer satisfaction scores.
• Able to demonstrate a flexible approach that adapts to changing business and customer needs.
• Ability to compile, interpret and challenge analytical data/reports.
• Confident in the design and delivery of coaching / training sessions.
• Ability to build effective working…