Customer Services Manager

WHO WE ARE

we have been acting in support of our clients and partners to deliver essential services that protect and improve the quality of life wherever we operate.
United by a passion for our work as well as our inclusive culture and team spirit, we innovate to conserve water and create value from wastes, in the form of recycled materials and energy. We promote and implement responsible behavior, more efficient technologies and circular solutions to recycle and make the best possible use of the finite resources of the Earth.
SUEZ Middle East HQ is looking for an enthusiastic and driven individual to enrich our Business Development Team. Based in Dubai, this pivotal role will contribute significantly to the strategic expansion of SUEZ's operations across the Middle East and Central Asia. We are seeking a dynamic professional who is eager to drive our development initiatives and foster meaningful relationships in these key regions for the Group.

WHAT YOU WILL BE DOING

Ensure that NWC succeeds in its transformation into a more ‘customer-focused’ organization and is responsible – at branch level for the development and implementation of the Customer Services Management Plan and related Enabling Projects. Improve all customer-related processes at branch level: Ensure branch customer database quality and completion. Review and improve all customer-related procedures, internal and external, from meter installation to bill recovery. Review and improve existing branch Customer Service procedures and the Customer Contact Center, including systems, processes and training programs, and define additional needs. Prepare the CRM strategy, identify customer-related business issues and implement solutions through specific action plans. Collaborate with other departments to develop and implement intra-company systems and technology such as GIS, Workflow Management and Call Centre. Advice and recommend on tariff structures for service levels, connections, availability charges. Work with relevant Experts and NWC Departments to manage reduction in commercial NRW. In coordination with several departments, contribute to the implementation of Enabling Projects and other projects at branch level Define the training and technical assistance needs for NWC staff in these fields, work closely with HR and the technical teams to provide these. Monitor, measure and report on the results. Ensure a smooth transition in the beginning of the contract in his/her areas of responsibility. Support the definition on H&S procedures and action plan and ensure implemented at the branch. Lead the implementation of new management processes and tools at branch level.

WHO WE ARE LOOKING FOR

BSc Engineering Degree or Business school
Senior Expert with 10 years of proven and recognized experience in all the components of customer services from metering to debt recovery, including customer care and commercial non-revenue water.
Water industry experience: 5 years
Functional experience in their area: 5 years
Management experience related to this position: 5 years