Head of Customer Service & Payments

The new department head faces some significant challenges in the coming period:

• Over the past few months, we have worked hard to lay the groundwork and implement two ERP systems for billing drinking water and water board taxes. It is now up to you to build on this progress and steer the ongoing digitization and automation efforts in the right direction. In short, you will be responsible for ensuring a successful transition, thereby restoring trust in the administration and among citizens where necessary;
  
• Looking ahead to the future, we aim to enhance the sustainability of the department and its employees by offering career prospects and opportunities for professional development;
  
• Further develop our approach to customers and the customer experience in collaboration with employees, senior management, and the board.
  

What do you have at home?

As an experienced manager (preferably in the public sector), you have a clear vision when it comes to the professional development and growth of employees. You are firm in your leadership style, but above all, you take a people-oriented approach. You are an approachable coach to your employees and you focus on results. Your vision of customer service and customer experience inspires people. You know how to connect with them. Process-oriented and project-based work is in your DNA. You are an excellent networker! Thanks to your charm and approach, you are able to effectively convey the message to Waternet’s key stakeholders (or clients). You can bring internal and external parties together and bridge differences.

You have the necessary experience in politics and public administration. You know how things work and thrive on interacting with stakeholders, always striking the right tone. Your enthusiasm and genuine commitment provide the energy needed to tackle these enormous challenges.

You have the financial acumen to tackle and resolve complex issues related to cost control, process improvement, service delivery, and innovation. With your excellent interpersonal skills, you motivate people and drive processes forward, collaborating constructively with team leaders, department heads, management, and the board.

Your responsibilities:

• You will manage the staff of the department, which consists of three operational units: Payments, Billing & Collection, and Cont(r)act, as well as the Technical Support Center for technical issues. You will set performance targets and be responsible for achieving the department’s objectives;
  
• You will oversee the department’s contribution to the organization as a whole, its results, and its resources. In doing so, you will naturally work across departmental boundaries and maintain ongoing communication with related departments;
  
• You are responsible for collecting €110 million in drinking water fees and over €200 million in water board taxes;
  
• You will serve as the point of contact for the CEO of AGV and the Waternet executive board.
  
• Continuous improvement is in your DNA, and you use data-driven and fact-based analyses to improve our processes for our customers and thereby reduce our costs;
  
• Managing service products and processes for all customer interactions with the goal of achieving the desired level of customer satisfaction.
  

Our offerings

If you work at Waternet, you’ll enjoy excellent benefits:

• Up to €7,510 (pay grade 14) per month for 36 hours per week
  
• A one-year employment contract with the possibility of a permanent contract
  
• You’ll receive an extra 21% of your monthly salary. This can be paid out as additional days off, training, or a salary bonus.
  
• You work at the office and at home, depending on your duties
  
• A generous training budget of €6,000 just for you
  
• Travel allowance or a work-from-home allowance of €3 net per day worked from home
  
• A reimbursement of up to €850 to set up your home office
  
• A pension fund through the ABP
  

We require our new employees to provide a valid Certificate of Good Conduct.

Careers at Waternet

At Waternet, you work with a unique product: water. Together with around 2,000 colleagues, we ensure safe drinking water, clean canals and rivers, and dry feet. Waternet uses the latest technologies and is nearly 100% climate-neutral. We employ true professionals: from dike inspectors to data specialists and from technicians to team leaders. Together, all these dedicated employees make Waternet an employer where you can be yourself. We encourage you to get a little better every day. You’ll find a wide range of courses and training programs at our own Waternet Academy.

Procedure and Schedule

Waternet has engaged the executive search firm Colourful People to assist with the recruitment and selection of the new head of the Customer Service & Payments department. For more information about the job openings, please contact Hatice Türkmen (06-46081232).

If you're interested, please apply by November 20 by clicking the "Apply" button and submitting your resume and cover letter.

The preliminary interviews are scheduled for November 23 and 24. The selection interviews will take place on December 5 and 12, followed by a meeting with the Works Council.