About the role
As Head of Key and Mid-Market Customer Service, you’ll have a significant role to play in strengthening the experience we provide to some of Business Stream’s most valued customers.
You’ll shape and lead the delivery of our multi-channel inbound and outbound customer services, making sure we’re not only meeting the needs of our Key and Mid-Market customers today, but creating experiences that build loyalty, support retention and open the door to future growth.
This is a role where customer insight, operational performance and commercial thinking need to work hand in hand. You’ll look for opportunities to improve how we engage with customers, remove friction from their experience and make every interaction count – while ensuring our service continues to evolve with their needs.
You’ll lead, engage and develop a team of over 20 colleagues, creating a high-performance culture where people are clear on what great looks like and have the support and confidence to deliver it. You’ll bring energy and purpose to the team, encouraging continuous improvement and celebrating success along the way.
You’ll also work closely with colleagues and third-party partners across the business, building strong relationships and ensuring everyone is aligned around delivering an experience that reflects the quality and ambition of the Business Stream brand.
With the opportunity to influence both our customer strategy and its day-to-day delivery, you’ll be instrumental in helping us strengthen relationships, retain customers and create the foundations for sustainable growth.
About you
You’re a confident and commercially minded customer service leader who understands that great customer experiences are central to building strong, lasting relationships.
You’ll bring at least five years’ experience operating at a senior level within a multi-channel contact management environment, together with a strong understanding of how to translate customer strategy into high-quality operational performance. You’ll have experience working with third-party suppliers and know how to build effective partnerships, set clear expectations and hold others to account for delivering the metrics and outcomes that matter.
You’ll be equally comfortable thinking strategically and getting into the detail when needed. You can step back to understand the bigger picture, spot opportunities and shape the direction of travel, while moving quickly and decisively to make things happen.
As a people leader, you’ll have a proven ability to coach, develop and motivate diverse teams, creating an environment where individuals can perform at their best and feel part of something bigger. You’ll bring a positive, inclusive leadership style and the confidence to challenge, inspire and bring people with you.
You’ll thrive in a fast-paced environment and be comfortable managing competing priorities without losing sight of what matters most – our customers, our people and our performance.
You’ll bring curiosity, energy and ambition, with a genuine desire to make a difference. You’ll look for opportunities to make improvements and understand that every customer interaction is an opportunity to strengthen our relationships and help Business Stream grow.
What’s in it for you?
You’ll be a key team player in one of the largest water retailers in the UK, with lots of benefits and the chance to grow your career.
• Competitive salary plus bonus up to 30%
• Attractive pension plan
• Hybrid working (4 days in office, 1 day at home)
• 31 days annual leave and six bank holidays
• Subsidised staff restaurant and free gym membership
• Employee discounts
• Salary sacrifice schemes including electric vehicles and cycle to work
Why we’re the right fit
We’re passionate about providing a great place to work, where our colleagues feel trusted, valued, supported and empowered, whatever their background or role. And we’re committed to providing an inclusive workplace that welcomes and promotes diversity and provides equal opportunities for everyone. In everything we do, we’re driven to make a positive difference, and always strive to do the right thing by our customers, our people, our local communities and the environment. Life at Business Stream is fast-paced and exciting, where no two days are the same.
Who we are
Business Stream is one of the largest water retailers in the UK and a trusted service provider to over 300,000 business customers. With over 17 years’ experience of operating in a competitive water market – longer than any other retailer – we’re the chosen service provider for businesses and organisations ranging from small corner shops to large industrial estates. Headquartered in Edinburgh and employing around 350 people, we provide a range of services including metering and billing, water efficiency support and, water and waste water management solutions.
How to make this job all yours
We’re looking to welcome exceptional people into our fantastic, high-performing team so if you think this job is for you, we’d love to hear from you. To apply, please click the ‘Apply’ button at the bottom of this page, and send us a copy of your CV. The closing date for applications is Friday 25 September at 5pm.
A Disability Confident Committed Employer
If you consider yourself to have a disability, we encourage you to disclose that as part of your application. That means we can provide the necessary support and use your unique talents effectively.