Customer Care Manager - ELIPS

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 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 currently have an opportunity available for a Customer Care Manager in our Leakage and Affordability department at Shelton. In this role you’ll provide inspirational leadership to ensure that all the teams in their business area deliver an exceptional customer experience while meeting challenging performance targets. As a member of the management team, you’ll proactively contribute to delivering the Customer Solutions Department's wider goals.

Do you have a proven track record of championing and delivering performance improvements through the appropriate use of people, process, and technology channels in a fast-paced environment? Are you experienced in working in a customer operational focused area with an understanding of an operational delivery environment? Well, if you are, read on.

What You’ll Bring to the Role

You’ll be responsible for ensuring your teams deliver excellent customer service and operate with a customer-centric mindset, taking individual responsibility for following through and owning the experience for the customer. Part of the role will involve looking at the team's current processes and driving continuous improvements for better outcomes. You’ll also need to ensure that all staff are fully informed and engaged with the delivery of the goals for Customer.

In this role, you’ll also need to make sure that all staff are appropriately trained, coached, developed, managed, and motivated, through both role modelling, appropriate leadership skills, and providing a motivational and supportive environment. As expected, you’ll need to keep up to date with all relevant statutory and regulatory requirements and guidance, and make sure these are built into relevant processes or operations in a timely manner, whilst also keeping up to date with developments and innovations in processes, approaches, or technologies among the wider industry to drive continuous improvement.

Your brilliant organisational skills and excellent experience of working in a demanding, target-driven, and fast-paced environment are exactly what we’re looking for. We are always striving to deliver great service and be the best at what we do. So, if you are curious, innovative, and want to be part of a high-performing team, this is definitely the role for you!

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:

• 28 days holiday + bank holidays (and the ability to buy/sell up to 5 days per year)
• Annual bonus scheme (of up to £2,500, which is subject to eligibility)
• 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 paid 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. If you’re not too sure about what you need to do, or have a question about the role before applying, please do reach out to our amazing team of recruiters at recruitment@severntrent.co.uk. And if your curiosity has peaked 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!