Customer Services Director

Ensure that NWC succeeds in itstransformation into a more 'customer-focused' organization and is responsiblefor the development and implementation of the Customer Services Management Planand related Enabling Projects.
Improve all customer-related processes:
* Ensure 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 Customer Service procedures andthe Customer Contact Center, including systems, processes and trainingprograms, and define additional needs.
* Prepare the CRM strategy, identify customer-relatedbusiness issues and implement solutions through specific action plans. *Assessthe need for a customer charter; develop if needed.
*Collaborate with other departments to develop and implementintra-company systems and technology such as GIS, Workflow Management and CallCentre.
*Advice and recommend on tariff structures for servicelevels, connections, availability charges.
* Work with relevant Experts and NWC Departments to managereduction in commercial NRW.
* In coordination with several departments, contribute to theimplementation of Enabling Projects and other projects.
* Define the training and technical assistance needs for NWCstaff in these fields, work closely with HR and the technical teams to providethese. Monitor, measure and report on the results.
* Ensure a smooth transition in the beginning of the contractin his/her areas of responsibility.
* Support the definition on H&S procedures and actionplan and ensure they are implemented.
* Lead the implementation of new management processes andtools
* Maintain good relations with NWC operation employees