About this role
Network Plus is looking for a Head of Customer to lead how we understand, manage and improve customer experience across the United Utilities contract. This is a new, senior role, helping operational teams understand how the work we deliver impacts customers and ensuring we consistently meet the standards expected by our clients and the communities we serve . You will support the Group Customer Strategy, drive improvement in customer performance and work directly with contract teams and client representatives to strengthen how customer outcomes are planned, managed and measured. The role is about bringing practical leadership to customer performance — supporting contracts to improve where needed, sharing best practice across the business and ensuring customer considerations are built into the way we deliver our work. What you will be responsible for; Customer Strategy Support the development of the Network Plus customer strategy and lead the implementation across UU. Set clear standards for customer experience and customer performance across the business. Ensure customer considerations are embedded into operational delivery, mobilisation and change programmes. Customer Performance Monitor and improve customer performance metrics across the contract. Analyse complaints, feedback and customer insight to identify trends and areas for improvement. Work with the contract team to address root causes and improve performance. Customer Journey Build a clear understanding of the end-to-end customer journey across the work we deliver. Identify where operational activities most impact customers and drive improvements in those areas. Use customer insight and feedback to improve processes, communication and delivery standards. Client Engagement Build strong relationships with client customer leads in UU. Represent Network Plus in customer performance reviews and discussions with the client. Ensure alignment between client expectations and how Network Plus delivers work on the ground. Capability and Standards Provide leadership and direction to the customer teams across UU. Promote consistent customer processes, reporting and performance management. Support operational teams in understanding how their work impacts customers and how this can be improved.