Head of Customer
Permanent - Full Time £70,000 - £90,000 / yearJob Overview
Network Plus is looking for a Head of Customer to lead how we understand, manage and improve customer experience across the business.
This is a new, senior role working across all contracts, 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 own 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.
Key Responsibilities
What you will be responsible for;
Group Customer Strategy
- Develop and lead the Network Plus customer strategy across all contracts.
- 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 business.
- Analyse complaints, feedback and customer insight to identify trends and areas for improvement.
- Work with contract teams 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.
Contract Support
- Work closely with Contract Directors, Delivery Managers and our Contract Customer Managers to improve contract-level customer performance.
- Support contracts to develop and deliver Customer Plans aligned to the Group strategy.
- Provide guidance, challenge and support where improvements are needed.
Client Engagement
- Build strong relationships with client customer leads across our contracts.
- Represent Network Plus in customer performance reviews and discussions with clients.
- Ensure alignment between client expectations and how Network Plus delivers work on the ground.
Capability and Standards
- Provide leadership and direction to customer teams across the business.
- Promote consistent customer processes, reporting and performance management.
- Support operational teams in understanding how their work impacts customers and how this can be improved.
Experience and Qualifications
What we are looking for
- Experience leading customer performance or customer experience within utilities, infrastructure or operational delivery environments.
- Strong understanding of regulatory customer performance requirements across Gas, Water and Electricity sectors, including how regulatory measures influence contract delivery and customer outcomes.
- Experience working across multiple contracts or business areas.
- Strong stakeholder management and the ability to influence operational teams.
- Experience managing complaints, customer feedback and service improvement programmes.
- Ability to translate customer insight into practical operational improvements.
- Confident working with both internal teams and client representatives.