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Title Supplier Customer Service Development – Group Manager
Ref HE/3603
Directorate Commercial & Procurement
Preferred Location Birmingham
Salary £47,304-£54,400
Number of Positions 2
Working Pattern Full Time
Closing Date 02 Apr 2017

About Us

Highways England is the new government owned company responsible for driving forward our motorways and major A roads. This includes; modernising and maintaining the highways, running the network and keeping traffic moving. Over recent years, investment in our highways has increased. This has led to advances in technology, such as smart motorways; enabling traffic to flow better. However, even more is yet to be done.

Certainty of funding and greater flexibility will enable us to become a better business. In our first 5 years alone, we’ll invest £11 billion in motorways and A roads – boosting capacity, tackling congestion and improving safety. At the same time, we’ll improve how we work. That means we will be able to; plan roadworks better to minimise disruption; clear incidents more quickly; and save more than £1 billion by working more efficiently.

For further information on Highways England, please visit our website: www.highwaysengland.co.uk

Job Description

Highways England is currently recruiting for a Supplier Customer Service Development Group Leader to be based in Birmingham

As Highways England continues to transform from an asset led to customer focussed organisation the customer centric way in which Highways Suppliers plan, develop and execute all activities and services they provide is increasingly critical to success.

Reporting to the Director of Supplier Performance and Customer Service  the role is accountable for:

  • Transforming Highway Supplier approaches in providing a customer centric service
  • Building & sharing customer service knowledge & insight with Highways Suppliers
  • Building Highways Supplier alignment & empathy to customer service excellence
  • Transforming Commercial and Procurement practices, processes and behaviours and working with Highways Suppliers and other Customer Service Divisions to enable smarter delivery of MP / OD lead customer improvement projects
  • Accelerating change in Supplier customer service practices on the ground

This role will ensure Highways England enhances Supplier customer service capability evolving both performance, practices & behaviours in a way that drives positive continuous improvement and actively helps to achieve Highways England KPI outcomes in a sustainable way.

Key responsibilities:

  • Providing clear and consistent leadership in the Division - inspiring, different and better cutomer service and supplier performance in an externally facing way of doing buisness. Build the capacity, capability and expertise within the Division.
  •  Influencing Highways Suppliers approaches to better align and implement the customer service strategy around three core outcomes of developing relationships with customers, improving our service and network and continuously delivering the basics. Delivering visible change
  • Creating a hub of Supplier Customer Service Excellence. Build & share customer service knowledge & insight with Highways Suppliers. Build Highways Supplier alignment & empathy to customer service excellence
  •  Enabling transformation of Commercial and Procurement practices, processes and behaviours and working with Highways Suppliers and other Customer Service Divisions to enable smarter delivery of MP / OD lead customer improvement projects
  • Accelerating day to day change in Supplier customer service practices on the ground
  • Understanding and receiving customer insight pertinent to highways suppliers and the aspects of customer experience influenced by Commercial & Procurement. Act as a subject matter expert within C&P to drive supplier performance and customer service improvement supporting delivery of the customer satisfaction KPI.

Experience/Skills/Qualifications:

Business Knowledge

  •  Understanding of how to create excellent supply chain customer service performance
  •  Understanding on engagement, communications and delivering change at a strategic and tactical level

Personal Attributes

  • Leadership - Lead on delivering quality services that provide value for money
  • Ownership- Commit to developing learning, innovation and flexibility
  • Safety - Endure commercial processes value and support safety improvements and that safety remains at the core of what we deliver.
  • Passion - Value people for who they are and the contributions they make
  • Integrity - Build trust across the business by acting with honesty, openness and fairness
  • Teamwork - Commit to ensuring that people work together in dynamic, productive teams and partnerships

Essential Functional / Technical Skills

Demonstrable experience of shaping and implementing customer service transformation at a strategic level. Experience of working across organisational boundaries to deliver innovative solutions at pace

All applications must be accompanied with a current CV which will be used to assess your suitability for the role. Please ensure all the skills, experience and qualifications requested are clearly demonstrated in your CV as explained in the body of the advert.

Please note that Highways England reserve the right to close the advert before the advertised closing date should a sufficient response have been received.  Therefore, please complete your application as soon as possible to avoid disappointment.

 

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