Job Description

We\xe2\x80\x99re looking for a Customer Excellence Manager to join our Transportation team based in Wellingborough. As part of the Leadership Team, you will strategically lead and support teams within Transportation to create a culture that puts the customer at the heart of everything they do to achieve the best customer outcomes, being a strong advocate for the customer, and act as the \xe2\x80\x9cvoice of the customer, driving customer-obsessed decisions based on. Within this role, you can enjoy a fantastic, matched pension scheme, 24/7 virtual GP service for you and your family, a competitive annual holiday entitlement, with opportunities to buy/sell leave and even more.

Can you imagine a world without transportation links via land, sea or air? Nor can we! Your journey is our journey, come and join us at Kier Transportation and make a difference. Supporting the movement of people, goods and equipment.

Location: Wellingborough, Northamptonshire

Contract: Full time, flexible and part-time hours available if desired, just let us know

Salary: \xc2\xa3Competitive + Pension + Benefits + Company car

Responsibilities

As Customer Excellence Manager you\xe2\x80\x99ll be working within the Customer & Communications team, supporting them continually focussing on improving our customer experience, taking a customer-centric approach, and delivering on our customer excellence strategy to all we serve within the Highways communities. You will champion our customers; leading, influencing, and implementing positive experiences across a range of channels, processes, and touchpoints to ensure our customers and members are central to our decision-making and are clear in demonstrating the value and impact Kier offers.

Your day to day will include:

• Providing first-class stakeholder engagement across North Northamptonshire Council, conducting engagement activities to communicate transportation intentions, working cross-functionally across a variety of business, operational, and technology teams designing and shaping customer experience across all touchpoints of the customer journey
• Collaboratively leading the customer strategy across multiple channels, managing the end-to-end customer experience, demonstrating customer experience improvement by identifying trends in customer performance data and metrics, to aid decision-making and translating customer feedback into service requirements, continuous improvement, and cultural change
• Managing a best in-class customer service function, ensuring all customer KPI\xe2\x80\x99s, SLAs and commitments are achieved and continuously quality assessed, taking ownership of team succession and having development plans in place to mitigate areas of future risk and service disruption
• Working with sister contracts including West Northamptonshire Council & Nordis Signs, sharing ideas, best practice and resource ensuring we remain consistent and resilient, initiating and conducting regular client and member engagement meetings and events
• Supporting the delivery of the Transportation social value performance excellence plan driving initiatives to encourage community engagement across North Northamptonshire

Who are we looking for?

This role of Customer Excellence Manager is great for you if you can:

• Show experience in a similar role, communicating with senior members of the public with an ability to empathise with all customer groups
• Bring a result focussed attitude with a drive to make things happen and able to influence change, with skills in managing teams, being process driven and able to identify gaps in a process
• Drive and hold a full driving license

We\xe2\x80\x99re all about finding potential here at Kier, and transferable skills are always welcome! So even if you don\xe2\x80\x99t tick every box, please apply and we can have a chat. We want to hear from candidates from all backgrounds and experiences, and we especially encourage those from underrepresented communities to get in touch with us.

If you require any reasonable adjustments during any part of the application process, please get in touch at to discuss and arrange these.

Benefits at Kier

We\xe2\x80\x99re proud to be able to offer our fantastic employees a wide variety of benefits that you can tailor to your needs. Some of our favourites include:

• New and enhanced family friendly policies, including eight weeks paternity leave, 26 weeks maternity leave, pregnancy loss leave, surrogacy leave, menopause guidance and more
• Share in the success you help to create by investing in Kier through our sharesave and share incentive plans
• Kier\xe2\x80\x99s Green Car Scheme
• A huge range of deals and discounts at many your favourite brands

And so much more! You can read the full details of all of our benefits on our website:

Who is Kier?

We\xe2\x80\x99re made up of six business units, Group Functions, Construction, Highways, Infrastructure, Utilities and Property, and as a group, our purpose is to sustainably deliver construction and infrastructure services which are vital to the UK. Take a look at our sustainability objectives:

At the core of all our projects is technical excellence, utilising the latest building methods and innovations to ensure we offer the best value to our clients as sustainably as possible.

Our projects are those that support the local communities we work in, helping them thrive and progress. We are collaborative, trusted and focussed in all that we do, and our people are essential in helping us achieve our goals.

Diversity and inclusion

Making Kier a diverse and inclusive place to work is a huge priority for us. We\xe2\x80\x99re proud of the steps we\xe2\x80\x99ve taken so far, but we know we must always do more. Our employees are key in shaping Kier\xe2\x80\x99s diversity and inclusion (D&I) initiatives, and our people have made a huge impact on how we work, by using their experiences to shape our policies and initiatives.

You can see more about our D&I action plan here:

Closing date: 26 July 2023

Please note, interviews may take place before the closing date, and we reserve the right to close applications early.

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Kier Group