Retail and Customer Services Team Leader
Business Unit: Customer Solutions
Division: CS CC Customer Performance
Pay Grade Level: Level 1 - Customer / Operational Frontline
Post end date: 17-Dec-24
Role Type: Full Time Contract
Hello. We’re Severn Trent and we think water is wonderful. And we’re pretty keen on people too.
We serve 4.8 million households and businesses across the heart of the UK. Each cuppa drunk, each toilet flushed is only possible because of the 7,000 brilliant team members working across our patch.
We welcome people from all walks of life and celebrate individuality. 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.
Role Overview:
Our Team Leader role sits at the heart of our value with the opportunity to really make a difference to our customers.
Responsibilities:
1. Manage and motivate both team and individual performance, ensuring all customer-focused targets are achieved.
2. Provide regular performance feedback to team members using coaching techniques.
3. Inspire and motivate a team of colleagues to deliver best-in-class customer service while achieving challenging performance targets.
4. Deliver effective coaching, developing colleagues to perform at their best.
5. Collaborate with Senior Leaders and Peers within Customer Solutions, and the wider business, to meet both Wholesale Market Unit and Company goals.
You’ll be based in our modern site in Raynesway Derby, working Monday-Friday 08:00-16:00.
What You’ll Bring to the Role:
1. Ensure that your team delivers best-in-class customer service and operates with a customer-centric mindset.
2. Drive exceptional team performance across all measurable key performance indicators.
3. Encourage a culture of learning and development, ensuring colleagues receive appropriate coaching and support.
4. Drive a 'Think Customer Right First-Time' culture to deliver quality interactions with customers.
5. Monitor and utilize relevant performance data to promote continuous improvement.
You’ll need to be a confident negotiator, skilled in making decisions and dealing with customer issues.
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.
What’s in it for You:
* 25 days holiday + bank holidays (and the ability to buy/sell up to 5 days per year)
* Competitive Salary of £32,501.41 - £36,768.20
* Annual bonus scheme (of up to £1,500 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
* 10% monthly discount with Busy Bee Nurseries, and one-week free childcare
* Dedicated training and development with our ‘Academy’
* Electric vehicle scheme and retail offers
* Family-friendly policies
* Two volunteering days per year
What’s 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.
Search #LifeAtSevernTrent on social media to learn more.
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