Group Customer Services Director

Job Overview Reports to: Managing Director Responsible for the strategic leadership, development, and continuous improvement of NAWEC’s customer service function across both Electricity and Water businesses. Drives the design, delivery, and optimisation of the end-to-end customer experience, ensuring accessible, efficient, responsive, and customer-centric services across all touchpoints. Key Responsibilities Develop and execute Group Customer Service Strategy aligned with organisational priorities Lead end-to-end customer journey management across electricity and water services Oversee contact centres, service centres, digital platforms, and field support functions Lead modernisation of customer-facing technologies, CRM systems, and self-service platforms Develop customer performance measurement frameworks and satisfaction monitoring Promote customer-centric culture throughout the organisation Qualifications & Experience Master’s Degree in Business Administration (MBA), Customer Experience, Marketing, or related Certification in Customer Experience (CX), CRM, or Customer Service Leadership — advantage Project Management or Digital Transformation certification — advantage Minimum 10 years in customer service, commercial operations, utilities, or comparable sector At least 5 years in a senior leadership or executive management role Experience managing CRM platforms, contact centres, and digital service channels Interested candidates should submit an application letter and a detailed Curriculum Vitae (CV) to: Applications must clearly indicate the position being applied for in the subject line and include copies of relevant academic and professional certificates where applicable. Detailed Job Descriptions are available on the NAWEC website at and on NAWEC’s official social media platforms. Download links are provided for each position above. Application Deadline: 4th October 2026. Appointment and Start Date Successful candidates will be appointed upon completion of the recruitment process and will be expected to assume duty on 1 January 2027. Late or incomplete applications may not be considered. Group Customer Services Director Share: