Customer Experience and Supplier Practice Manager

Job Description

Your new roleSupplier Performance Improvement - Customer Experience Lead Provide leadership and direction within the Commercial and Procurement Supplier Performance Team to enhance service levels and improve customer experience. You will be working with suppliers and other performance teams to assess areas for improvement, capturebest practice and deliver increased performance to achieve higher levels of customer satisfaction.What youll be doing

• Responsible for the development and delivery of activities in line with business plans and setting the overall strategy and direction of the team.
• Implement appropriate programme and project management methodologies to ensure effective planning and control for delivering effective performance improvements in the supply chain.
• Lead, motivate and develop the team of five to ensure that they are engaged with and capable of delivering their team and personal goals.
• Provide subject matter leadership, leading the development and evaluation of solutions, supporting the team in resolving issues, providing authoritative advice and guidance to internal stakeholders and representing the interests of National Highways withexternal stakeholders.
• Create the environment for positive, impactful engagement with the supply chain and advocate for leading performance improvement and customer focused supplier innovation.
• Engage with senior stakeholders across National Highways and externally to ensure a strong understanding of commercial and procurement customer and performance issues; promote and gain commitment to key areas for improvement and share best practice.
• Lead the development of business or value management cases for new projects, quantifying resource requirements and identifying interdependencies within and beyond the team.
• Commission and manage external research and consultancy support as appropriate; evaluate and act on such advice to ensure objectives are achieved.
• Ensure that solutions are appropriately documented and communicated, working with other performance or customer-facing teams and the supply chain to support implementation and embed changes.
• Monitor the personal development of team members and ensure that they gain relevant experience to support their professional and career development.

To be successful

• Proven experience of recognised project and programme management methodologies to deliver performance or customer improvements.
• Applied understanding of quality tools to enable root cause analysis and improvement action planning.
• Proven experience of developing governance and monitoring frameworks.
• Experience of building process efficiency to enhance performance/customer service.
• Excellent communication and problem-solving capabilities.
• Leadership and resource management skills.

A bit about usNational Highways are responsible for operating, maintaining and improving Englands motorways and major A roads. Over recent years, investment in our highways has increased, this has led to advances in technology, such as smart motorways; enabling trafficto flow better. However, even more is yet to be done. Considering that a third of all traffic, two thirds of heavy goods vehicles, and 98% of UK businesses rely on them, and you can see why our roads, and what we do, matters so much.Its an exciting time to begin a career with National Highways as we invest £11 billion in our motorways and A Roads boosting capacity, tackling congestion and improving safety which is why were so grateful to our c 4,500 employees around the country. At thesame time, well 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. When you work with us, youre helping to connect communities,sustain business and support the economy.Want to know moreFor a copy of the Job Description please contact hayley.cainey@nationalhighways.co.uk quoting reference 1685Why you should join usAn informal blended working approach has been adopted for many of our roles across National Highways. We offer many different ways to work flexibly and were open to discuss part-time working, job shares, and flexible start and finish times.Please wait until the interview stage before asking us about flexibility, and we will explore what is possible.Our benefits package

• Our total reward package includes basic salary, the potential for a performance related bonus, and employer pension contributions of up to 10%.
• Annual Leave starting at 26 days (plus Bank Holidays) rising by 1 day each year up to 31 days (plus Bank Holidays)
• Flexible hours and blended working between base location/home
• Life assurance of 4 times annual salary
• Health and wellbeing support, including an Employee Assistance Programme, available 24/7 365 days and network of mental health first aiders. Plus, access to a wellbeing app to enhance your self-care 24/7, Occupational health service and flu vaccines
• A cycle to work scheme for the purchase of a bicycle and equipment for healthy, low carbon travel
• Significant investment in your career development, through learning and development, talent management, coaching, mentoring and on job experience

And we are:

• Family friendly with enhanced maternity leave and pay, paternity leave (15 days), shared parental leave, adoption leave. Plus access to financial support for holiday play schemes and paid special leave (up to 5 days pa), eg for caring responsibilities
• Money friendly with access to a discounts platform including over 3000 discounts for supermarkets, eating out, leisure, holidays. Alongside a financial wellbeing programme
• Community friendly - offering paid leave to volunteer, 3 days basic/year plus an extra 3 days to support the national Covid effort

And finallyAnd finally we reserve the right to close before the advertised closing date, so we recommend completing your application as soon as possible.