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Head of Customer Excellence

October 11, 2022 | Comments Off on Head of Customer Excellence

We're looking for a Head of Customer Excellence to join our Strategic Highways based in Manchester* to build, lead and execute our Customer Excellence strategy to drive value for our customers business wide, enabling monitoring and increased performance against all defined targets. You'll lead a team of customer excellence leads who continue to support our continued ambition of customers being at the heart of all we do. Within this role, you can enjoy private healthcare, car or car allowance, get one professional subscription funded to support your professional development and even more.

Location: Salford* (Negotiable) - remote working available, with travel to the office

Contract: Permanent, Fulltime.

Salary: up to £60k

Responsibilities

As Head of Customer Excellence, you'll advocate and lead for customer in the purest form. You will lead the customer regional teams working in collaboration with all other business functions, consistently delivering great end-to-end customer excellence across corporate, contract and all touchpoints of the customer journey.

Your days will be filled with:

  • championing, engagement and communication with the organisation, clients, and customers our approach and delivery to outstanding customer service excellence with an aim to embed this within our DNA
  • creating a customer insights profile to understand the end-to-end customer journey
  • developing processes and systems to record and track delivery of our 3-5 customer service excellence strategy, KPIs and enable growth in maturity
Who are we looking for?

This role of Head of Customer Excellence is great for you if you have a:

  • recognised customer service qualification (or equivalent experience)
  • experienced, creative, high-performing leader with experience of putting the customer at the heart of all you do
  • experience in understanding how data and technology improves customer experience
We're all about finding potential here at Kier, and transferable skills are always welcome! So even if you don't 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're 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
  • competitive annual holiday entitlement with opportunities to buy/sell leave.
  • fantastic, matched pension scheme
  • Share in the success you help to create by investing in Kier through our Sharesave and Share Incentive Plans.
  • Green Car Scheme
And so much more! You can read the full details of all of our benefits on our website: www.kier.co.uk/careers/rewards-benefits

Who is Kier?

We're 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: https://www.kier.co.uk/sustainability/

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're proud of the steps we've taken so far, but we know we must always do more. Our employees are key in shaping Kier's 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: https://www.kier.co.uk/media/6668/di-roadmap-2021.pdf

Closing date: 7 November 2022

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