At a Glance
- Tasks: Transform executive complaints into actionable insights to improve customer experience.
- Company: Join Severn Trent, a top utility company with a strong employee engagement culture.
- Benefits: 28 days holiday, annual bonuses, and a leading pension scheme.
- Other info: Flexible working options and opportunities for professional development.
- Why this job: Make a positive impact on the environment while developing your career.
- Qualifications: Strong analytical skills and experience in customer-focused environments.
The predicted salary is between 30000 - 40000 £ per year.
At Severn Trent, our people are at the heart of everything we do. We’re in the top 5% of utility companies worldwide for employee engagement, and we’re equally proud of our strong Glassdoor score — reflecting how much our people love working here. Join us to make 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.
The Comms team is on the lookout for 2 Route Cause Analyst Specialists to join their Executive Complaints Team for a 12 month fixed term contract!
With a new CEO with a huge focus on improving customer experience, we are building a brand-new team to focus on continuous improvement built from complaints, creating action to bring changes into the business to better serve our customers! As an RCA Specialist your core will be to turn Executive level complaints data into actionable insight and learnings by working with the Data Specialist and the business to identify patterns and opportunities to improve and then implementing that message to stakeholders to make sure we are learning from issues raised. You’ll bring a natural curiosity asking yourself ‘Why did this happen? And how can this not happen again?’ to customer issues that come your way. With the ownership and stakeholder management to provide clear and actionable feedback for the business area.
To gain insight into issues you will have confidence and experience facilitating workshops/collaboration sessions with the business areas to make sure you are digging up everything to analyse the root of the complaints. This role will work Monday – Friday 37 hours a week, with flexibility on Office base location as long as it is within our Region, and you are happy to frequently travel to our Head Office in Coventry.
HOW WE WORK
You’ll join a caring culture that collaborates to achieve, grow, and develop. Our employee engagement scores are among the highest globally in energy and utilities. That’s why we value in‑person moments to keep our culture alive, but also understand the flexibility working from home can bring. You’ll usually find us in the office, but working from home is supported when you need it.
WHAT WE’RE LOOKING FOR
- Strong analytical skills with the ability to interpret complex data and identify trends, patterns, and root causes.
- Experience working with data from multiple sources and systems, with the ability to consolidate and present clear insight.
- Ability to challenge and influence stakeholders to improve quality of analysis and outcomes.
- Strong attention to detail and a structured, methodical approach to problem solving.
- Excellent communication skills, with the ability to translate data into clear, meaningful insight for a range of audiences.
- Experience of working in a customer‑focused or regulated environment.
- Investigation & Problem‑Solving - Strong analytical thinking to assess complex, multi‑touchpoint complaints.
- Stakeholder Management & Collaboration.
- Regulatory & Risk Awareness - Understanding of complaint handling regulations.
- Root Cause Analysis (RCA) Capability - Linking complaints to broader business performance and recommending preventative actions.
- Data & Insight Literacy - Interpreting MI dashboards and complaint trends and identifying emerging themes or repeat issues.
- System & Process Proficiency - Strong use of case management/CRM systems.
- Prioritisation & Case Management.
- Attention to Detail & Quality Focus.
- Resilience & Professional Judgement.
HOW WE’LL REWARD AND CARE FOR YOU IN RETURN
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. You’ll also contribute to the environment and community. Some of our benefits include:
- 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%).
- Share‑save – 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.
LET’S GO
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.
