Head of Customer Management (m/f/d)

As Head of Department:in Customer Management (m/w/d), you will be working with your team to ensure that customer requests are handled reliably, read processes are controlled efficiently and service quality is continuously improved. You take responsibility for a central department at the interface between customers, operational processes and internal departments.

Your duties include:

Guided tour & organization You guide the customer management department professionally, organizationally, humanly and economically You carry out and develop First-Level Support and Reading teams You support a powerful, customer-oriented and value-adding collaboration

Customer service & process management You ensure high service quality in customer contact You will develop complaint management and address sustainable improvement challenges You analyze relevant key figures and control optimization measures You design efficient processes and transparent escalation paths

Control & development You control external service providers, service partners and are responsible for the operational management of our reading processes You are responsible for budgets, resources and performance indicators You develop standards, processes and quality measures

Successfully completed studies, ideally focusing on business management, economic engineering or a comparable subject Multiannual leadership and professional experience in a customer- and process-oriented organization Experience in managing teams, service providers, budgets and key figures Excellent understanding of customer processes, service quality and process optimization knowledge of relevant legal, regulatory and technical frameworks, ideally in the energy or network economy Clear communication, pronounced implementation strength and a structured working style High customer and solution orientation as well as joy in leading people and driving changes

Find in us an employer with matching values. Our thinking and action is based on principles that are characterised by trust, respect, vision, appreciation and innovation. Our team has a high demand and fun at work. You expect: Remuneration on the basis of the collective agreement (TV-V) Exciting, future-oriented work environment in a dynamic team looking forward to you Attractive social benefits (including occupational pensions, pay conversion, smartphones) Modern workplace equipment and high-quality IT hardware, also for private use Flexible working time design, proportionally remote work Continuing education and training and digital learning Excellent health management (prevention offers, employee support offers etc.) Sustainable working and life, e.g. support in the acquisition of an e-bike or Bikes and electric charging facilities on site