Did you know the length of Severn Trent’s water main pipes would wrap around the world just over once? Well, now you do.
It’s a big network, and a big responsibility. Every day 8 million people from Scunthorpe to Stroud rely on us to bring them clean water at the turn of a tap and take away their waste in one flush.
From planning, to digging, to inspecting we welcome people from all walks of life and celebrate individuality. We know diverse minds, experiences and backgrounds help us to learn and better serve our customers and the communities where they live. If you want to do more because you care, we’d love to talk to you. There really is something for everyone here.
EVERYTHING YOU NEED TO KNOW
We have an exciting opportunity to join our Customer Operations department as a Resolution Manager. Within this role you will be working to ensure a customer-centric approach is used to reduce escalations and complaints, driving a Right First-Time approach. You will be responsible for delivering effective and efficient coaching, developing colleagues to perform at their best, and collaborating with Senior Leaders and stakeholders across the business to meet both Water Networks and Company goals. As the face of AMP8 Smart Metering within Water Networks, you will deliver customer-focused outcomes.
You will take individual responsibility for following through and owning the experience for the customer. Additionally, you will manage the Gesture of Good Will payment process, ensuring all feedback is reviewed and processes amended to avoid repeat issues. You will act as the external face, meeting with retailers and customers on-site or at their offices to resolve complex queries. Your role will involve driving and delivering exceptional team performance across all measurable key performance indicators in an efficient and effective manner. Encouraging a culture of learning and development, you will ensure colleagues receive appropriate levels of coaching and support, utilizing performance management tools where required. Where applicable, you will attend site visits with operational teams to resolve escalated complaints. Finally, you will lead monthly reporting to key stakeholders, providing insights aligned with our governance framework for escalations and complaints.
WHAT YOU’LL BRING TO THE ROLE
We are seeking an experienced professional to join our team in a customer-centric role. Having a proven track record in delivering customer satisfaction and leading, developing, and motivating teams in a changing environment will be essential. You will drive performance improvement through coaching, goal setting, and effective feedback, and thrive in a demanding, target-driven, and fast-moving environment with multi-channel experience.
In this role, you will deliver exceptional customer service and handle complex queries and complaints face-to-face, therefore having strong communication and problem-solving skills will be key. Ideally, you will also have experience dealing with senior stakeholders along with having strong leadership skills to engage and influence the team. You should have excellent customer care skills and a passion for helping others, along with high levels of energy, drive, and initiative with a focus on ‘getting it right first time’. You should be capable of creating and analysing performance data to identify successful interventions and have the resilience to motivate and develop your team during challenging times.
WHAT’S IN IT FOR YOU
Working here isn’t just a job. You can build a career at Severn Trent. We’ll reward you for it, too. We have a range of benefits that recognise great work, and award-winning training to help you reach your potential. And we’ll also help you play your part in looking after the environment and the communities where we live.
With that in mind, here are just some of our favourite perks that you’ll get being part of the Seven Trent family:
* 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.
Before you apply, you’ll need an updated copy of your CV and about five minutes to spare. We’ll always let you know the outcome of your application after the closing date too - so keep an eye on your phone and emails.
And, if your curiosity has peaked and you want to find out even more, search #LifeAtSevernTrent on socials.
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