Join to apply for the Customer Operations Director role at Southern WaterJoin to apply for the Customer Operations Director role at Southern WaterDirect message the job poster from Southern WaterHiring the next generation of Senior Leaders at Southern Water!Job Title: Customer Operations DirectorLocation: Hybrid working between Worthing (2 days pw) and home. Travel to Doncaster will also be required on a semi-regular basis.Contract Type: PermanentHours: 37 hours per week, Monday - FridayPackage: Competitive salary commensurate to experience + £600 monthly car allowance and bonus up to 30%.Job OverviewSouthern Water are at the forefront of transforming Britain’s water industry and with over £300 million of planned investment in customer services across the next 5 years, there has never been a better opportunity to lead, innovate and make a lasting impact on 4.7 million customers!Reporting into our Chief Customer Officer, this is a newly created role that will lead our Customer Service, Complaints, Vulnerability, Developer Services and Alternative Water Supply teams.This pivotal leadership role is responsible for shaping and executing our customer operations strategy, ensuring seamless and positive experiences across all touchpoints, and will be instrumental in defining and implementing best-in-class customer service practices, leveraging technology and data to enhance our responsiveness and proactively address customer needs.Our Customer Operations Director will lead the customer service function across in-house teams and outsourced partners, shaping a high-performing operation that improves customer satisfaction, reduces cost to serve, and ensures operational resilience.Other responsibilities will include, but are not limited to:Management of external customer service teams (UK/India).Identifying opportunities for innovation and digital transformation in customer operations.Implementing automation and self-service solutions to improve customer experience.Ensuring compliance with industry regulations, data protection (GDPR), and company policies.Driving continuous improvement in customer service processes to enhance efficiency and reduce costs.Representing customer operations in executive meetings and strategic planning discussions.About YouThis role is ideally suited to a data-driven operations leader with deep experience in contact centre transformation, resource planning, digital service strategy and continuous improvementWhilst experience in the Water industry would be advantageous, we recognise the value that having applicants from wider backgrounds can offer.What is essential for this role, is extensive experience in contact-centre management and a strong track-record with demonstrable results in transforming customer operations and delivering a meaningful step change in performance metrics.The ideal candidate will be data-driven and will be able to evidence their success in delivering significant improvements in processes and operational efficiencies.Experience within a regulated industry would also lend itself well to this position.PackageThis role will be full time Monday to Friday with a hybrid approach to working between our office in Durrington, Worthing and home. We also have a contact centre team based in Doncaster so travel here will be required on a semi-frequent basis.We are offering a competitive salary commensurate to experience as well as other benefits including:Company and performance-related bonus up to 30%£600 monthly car allowanceFamily cover private medical insuranceGenerous pension with up to 11% company contributionLife assurance payment equal to 4 times your annual salaryHealth benefits through a Cash PlanTwo paid community volunteering days a year25 days annual holidayOccupational health serviceStudy support and funding for job-related qualificationsWe offer competitive maternity/paternity leave and flexible return to work optionsJoin Southern Water and see how far your career could progress with a company committed to career progression, training and development opportunities, our customers and the environment.Why Southern Water?Southern Water is investing significantly to enhance resilience, sustainability, and service excellence. With £7.8bn planned investment for 2025-30, this is an unparalleled opportunity to join a business committed to delivering a generational shift in the way water services are managed.You will be joining at a time of significant change, working alongside a highly skilled leadership team with a clear vision for the future. We offer an environment where senior professionals can make a meaningful impact, influence major strategic decisions, and drive long-term value creation.At Southern Water, diversity and inclusion are core values. We actively encourage applications from all backgrounds and are committed to fostering an environment where every individual is empowered to succeed.Seniority levelSeniority levelDirectorEmployment typeEmployment typeFull-timeJob functionJob functionCustomer Service, Strategy/Planning, and ManagementIndustriesUtilitiesReferrals increase your chances of interviewing at Southern Water by 2xGet notified about new Customer Director jobs in Worthing, England, United Kingdom.Head of Services Operations and PerformanceCrawley, England, United Kingdom 3 weeks agoWorthing, England, United Kingdom 2 days agoHead of Services Operations and PerformanceCrawley, England, United Kingdom 3 weeks agoInternational Supply Chain & Operations DirectorHorsham, England, United Kingdom 1 week agoChichester, England, United Kingdom 3 weeks agoBusiness Development Associate (Inside Sales)Burgess Hill, England, United Kingdom 1 month agoCrawley, England, United Kingdom 2 months agoWe’re unlocking community knowledge in a new way. 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