At Severn Trent, our people are at the heart of everything we do. We’re in the top 5% of utility companies worldwide when it comes to employee engagement and ranked as a Top 50 UK Employer on Glassdoor. Join us in making a positive impact on the environment and our communities, while being valued and supported in a truly inclusive workplace.

If you want to do more, because you care, we want you on our team.

EVERYTHING YOU NEED TO KNOW 

Waste Networks is an exciting and fascinating area of the business which has gone through large scale transformation in recent years. However, as a business we are driven by constantly improving performance and we strive to really embed a ‘Customer First’ mindset, ensuring our customers get a great service and that we achieve our customer experience aspirations as a Company. 

Therefore, we hope that you are a great leader who demands excellent Customer experiences and the delivery of the promises we make. We want you to drive improvement by bringing together all parts of the Customer Journey by working across teams to resolve any customer issue, this would mean you are responsible for driving excellent telephony complaint handling and supporting our front line teams to deliver first contact resolution.

 
Some of your other key accountabilities will include:  

Key Accountabilities:

• Ensure that their team delivers an excellent customer service and operates with a customer centric mindset, taking individual responsibility for following through and owning the experience for the customer.
• Drive and deliver exceptional team performance across all of the measurable key performance indicators in an efficient and effective manner.
• Encourage a culture of learning and development and ensure that all their staff are appropriately trained, coached, managed and engaged, including through both role modelling appropriate behaviours and providing a motivational and supportive team environment.
• Ensure that all their staff are fully informed and engaged with the delivery of the goals for their team,  Customer Care and the Company.
• Monitor and use all relevant performance data of their own and other teams in order to promote and drive continuous improvement in performance.
• Promote the uptake and embedding of improvements in processes and technologies and actively work with other Team Leaders and Customer Resolution Managers to help identify and facilitate changes to aid delivery of business goals.

WHAT YOU’LL BRING TO THE ROLE 

We are looking for a candidate who has experience working in in a Customer Centric related role with proven success in delivering customer satisfaction. This will be demonstrated by having successfully leading, developing and motivating teams particularly in a changing environment.

We would also expect you to have experience of driving performance improvement through coaching, goal setting and effective feedback.

The right skills and experience are important. But if you have the right character, positivity, and a caring attitude we want to talk to you too. 

We welcome people from all walks of life and celebrate individuality as we know diverse minds, experiences and backgrounds help us to learn and better serve our communities. We want people who show up and get involved. Those who are ready to be part of something bigger and who want to make a difference because they care. Is that you? 

WHAT’S IN IT FOR YOU 

It's not just a job; it's a career. We offer benefits that reward great work and award-winning training to help you reach your potential. Plus, you'll contribute to the environment and community too. Here are some of our favourites:

• Salary: £39,765.40
• 28 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)  
• Annual bonus scheme (of up to £2,250 per annum based on company performance)  
• Leading pension scheme – we will double your contribution (up to 15% when you contribute 7.5%)  
• Sharesave – the chance to buy Severn Trent Plc shares at a discounted rate  
• Dedicated training and development with our ‘Academy’  
• Electric vehicle scheme and retail offers  
• Family friendly policies  

• Two volunteering days per year  

WHATS NEXT? 

We can't wait to hear from you! Have an updated CV ready and spare five minutes to apply. We'll let you know the outcome after the closing date, so keep an eye on your phone and emails.