Pay Grade Level: Level 3 - Business Leader
Post end date: 28-Feb-25
Salary Range: Competitive
Role Type: Full Time Contract
We’re Severn Trent and we think water…and people are wonderful!
24 hours a day, 365 (sometimes 366) days a year we serve 8 million people across the heart of the UK. Each cuppa drank, and toilet flushed is only possible because of the 6,500 brilliant people working across our patch.
This role is vital to the service we deliver to those 8 million customers, and we think you’d love it.
EVERYTHING YOU NEED TO KNOW
We’re looking for a Customer Site Lead to join our Customer Service Leadership Team to shape and drive a first-class experience for all of our customers.
Customers are at the centre of everything we do. Everyone across the business deals with customers and in our Customer Hub, we’re lucky enough to talk to customers every day. You’ll need to be willing to go to the ends of the earth to keep our customers impressed and excited in this role.
As we continue to evolve our multi-channel operation, we are passionate about developing our customer service teams to be truly best in class and market leading – this role will play a huge part in helping us achieve that goal. We are currently implementing a new operating model so you’ll be a pro at taking your team and customers through change.
As our Customer Site Lead you will lead and inspire a large, service-oriented, multi-site team of over 200 staff based across all of our sites (Derby, Leicester, Coventry and Shrewsbury). Based on the important interface with your team, you will be required to travel between these locations.
So if you’re looking for a new senior leadership role for a FTSE 100 organisation with a clear passion to inspire your teams to deliver a first-class customer experience, this could be the right role for you.
WHAT YOU’LL BRING TO THE ROLE
From senior leadership to operational team members, it’s essential that you’ll be able to demonstrate the benefit of great leadership across a multi-channel and multi-site contact centre environment.
We’re looking for someone who has a proven track record of building exceptional, high performing teams. You will have led a customer service focused team, and we don’t mean just managing FTEs - you’ve led people to do great things. Your enthusiasm means awesome people will follow you, you get stuff done. You create the movement that others follow.
You know how to nurture talent and develop people, how to empower and inspire en-masse and have those difficult conversations when performance needs improving. Ultimately, you’re able to create a culture that people love where high performance is the norm.
Get ready for an ever-changing environment! We’re constantly looking at ways to make the lives of our customers and teams more awesome, so there is constant testing and learning. We want you to find and take opportunities to help make this happen. No matter the situation, we expect you to be flexible with your time and excited to take on the challenge. If you’ve been through a change programme before, that would be a bonus!
You will bring the focus and experience to develop robust data-driven business plans to drive our operational priorities and achieve our key performance indicators and service level agreements.
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
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 Severn Trent family:
* 31 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
* Annual bonus scheme (of up to 20% of salary dependent 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’
* Car allowance of £5,208 pa (pro-rata where appropriate)
* Private medical cover, life assurance, income protection and personal accident cover
* Electric vehicle scheme and retail offers
* Family friendly policies (including, a year off paid for any maternity and adoption leave)
* Two volunteering days per year
WHAT’S NEXT
We can’t wait to hear from you.
If your curiosity has been piqued and you're wanting to find out even more, search #LifeAtSevernTrent on social media.
Ps. we’ll always let you know the outcome of your application after the closing date - so keep an eye on your phone and emails!
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