Job Description

Description

As Head of Customer and a member of Jersey Water's Operational Leadership Team, you will lead the delivery of an exceptional customer experience across all touchpoints. This role is central to achieving our "Happy Customers" ambition by embedding customer needs into every aspect of the business. You will drive customer engagement, champion the voice of the customer in strategic decision-making, and foster a culture of continuous improvement and 'right first time' service.

Key Responsibilities

Customer Strategy

Develop and own the Customer Experience Strategy, aligning with business goals, regulatory requirements, and our values. Represent the customer voice at Executive Committee (ExCo) and Operational Leadership Team (OLT) levels, influencing strategic decisions. Champion inclusive service delivery, advocating for vulnerable and hard-to-reach customers.

Leadership & Service Oversight

Provide leadership for the Customer Services function, ensuring high standards of delivery, responsiveness, and performance. Support and develop the Customer Services team, driving continuous improvement and accountability. Ensure timely resolution of customer issues, using root cause analysis to implement preventative measures. Manage incidents in line with company procedures.

Customer Insights & Experience

Oversee customer feedback channels (e.g. surveys, complaints, social media) and translate insights into actionable improvements. Monitor customer satisfaction metrics and report trends and risks to leadership. Collaborate with operational teams to enhance customer interactions across all channels and touchpoints.

Cross-Functional Collaboration

Act as the primary customer liaison across departments (Operations, Network, Finance, Communications, etc.) and represent customers in emergency incident or response situations. Ensure customer insights inform infrastructure planning, service design, and delivery. Facilitate cross-functional communication to address pain points and improve customer journeys.

Technology & Innovation

Champion the use of technology to improve customer experience and operational efficiency. Maximise existing tools and lead innovation in customer engagement channels. Develop a clear roadmap for future technology enhancements aligned with strategic goals and security/information technology standards.

Strategic Partnerships

Act as a business partner in delivering the Water Efficiency Strategy, ensuring customer engagement and sustainable outcomes. Liaise with external stakeholders including community groups and organisations, to build trust and transparency. Ensure compliance with customer-related regulations and standards.

Skills & Experience

Proven leadership in customer experience or service roles, ideally within utilities Strong stakeholder management and influencing skills across technical and non-technical teams. Data-driven mindset with experience in customer analytics and performance reporting.

Skills, Knowledge and Expertise

Proven experience in a senior customer service leadership role Strong leadership skills with the ability to motivate and inspire a team Excellent communication and interpersonal skills, with the ability to build strong relationships with internal and external stakeholders Analytical mindset and ability to use data to drive decision-making and continuous improvement Sound knowledge of customer service best practices, trends, and technologies Demonstrated ability to develop and implement customer-centric strategies Problem-solving skills and ability to handle customer escalations effectively Explore opportunities to automate manual processes by investigating the use of current systems and its capabilities; and drive the changes to enhance productivity and efficiencies for the business The curiosity and ability to learn about the water business; regulatory requirements and compliance, emerging trends and knowledge of best practice in the wider utility industry

Benefits

After completion of the probation period:Pension - Membership of the defined contribution scheme. Jersey Water pays 5% up to 5 years' service and then 10%, employees pay 5%. A matching scheme is available whereby Jersey Water matches additional voluntary contributions up to a maximum of 5%. Death in Service - 4 times salary Private health scheme - Non contributory
On the non-financial front, we provide a friendly, people focussed work environment with a stimulating and rewarding quality of work. We focus on continuous improvement and support those who wish to develop their skills and experience.

About Jersey Water

Jersey Water supplying the water for our Island to thrive, today and every day; for Island life.



Jersey Water is the sole supplier of treated mains water for the Island of Jersey, we supply water to approximately 90% of the population.



Jersey Water supplies 7.3 billion litres of high-quality water each year for supply through a 580km distribution network.