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Posted Date:  23 Jul 2026
Posting End Date:  07-August-26
Location:  Coventry
Company:  Severn Trent Water
Department:  Wholesale Market Unit
Salary (£):  £30,000 - £35,000

Customer Case Specialist

 

 

Our people and culture are the heart of our success. That's why we're dedicated to nurturing and growing talent from within, offering our people the chance to expand their skills and explore new career paths.

Whether you're aiming for a promotion or considering a move into a different area of the business, we'll support you every step of the way. If you're enthusiastic about learning, eager to develop and ready to make a real impact, we'd love you to take the next step in your career with us.

Join us in our mission to create a sustainable and supportive future for everyone. Let's make great things happen together, because we do more, because we care.

 

 

EVERYTHING YOU NEED TO KNOW

 

 

We're looking for a Customer Case Specialists to join our team and play a key role in improving the experience of our business customers and retailers.

 

You'll take ownership of customer cases from start to finish, ensuring customers receive clear communication, timely updates and excellent service throughout their journey. Working closely with a range of operational and support teams, you'll help resolve issues quickly, build trust with customers and contribute to improving our overall service performance.

 

What you'll be responsible for:

  • Managing customer cases from initial contact through to resolution.
  • Acting as the main point of contact for customers and retailers throughout their journey.
  • Keeping customers informed with regular updates and clear communication.
  • Resolving customer issues efficiently and escalating where appropriate.
  • Working collaboratively with operational, field and support teams to deliver positive customer outcomes.
  • Supporting customer communications during service-impacting incidents.
  • Identifying trends, capturing customer feedback and contributing to continuous improvement initiatives.
  • Maintaining accurate customer records and case information.

 

 

 

HOW WE WORK

At Severn Trent, our customers are at the heart of everything we do.

We work collaboratively across teams to deliver the best possible outcomes, taking ownership of challenges and supporting one another to provide a great customer experience. This role offers plenty of opportunity to build relationships, influence outcomes and make a genuine difference for our customers.

 

 

 

WHAT WE'RE LOOKING FOR

 

 

You'll be passionate about delivering excellent customer service and enjoy taking ownership of problems through to resolution.

We're particularly interested in candidates who have:

  • Strong communication and interpersonal skills.
  • Excellent organisation and prioritisation skills.
  • A proactive approach and the confidence to take ownership of customer issues.
  • The ability to build positive relationships with customers and colleagues.
  • Resilience and adaptability within a fast-paced environment.

 

Experience in customer service, case management, complaints handling or operational delivery would be beneficial, but we're equally interested in people with transferable skills and a desire to learn.

 

 

HOW WE'LL REWARD AND CARE FOR YOU IN RETURN

 

 

Working here isn't just a job – it's a career with purpose.

 

In return, you'll benefit from:

  • Competitive salary and annual bonus opportunity.
  • 28 days holiday, plus bank holidays, with the option to buy or sell holiday.
  • A market-leading pension scheme.
  • Ongoing learning and development opportunities.
  • Wellbeing support and employee assistance programmes.
  • A supportive and inclusive working environment.
  • The opportunity to make a meaningful difference to our customers and communities.

 

 

 

WHAT'S NEXT

 

 

We can't wait to hear from you!

 

Before you apply, you'll need an updated copy of your CV and around five minutes to spare. We'll always let you know the outcome of your application after the closing date, so keep an eye on your phone and emails.

 

And if this has sparked your curiosity and you'd like to find out more, search #LifeAtSevernTrent on social media or take a look at our Glassdoor page.

 

 

Because when it comes to creating a better future for our customers, communities and environment, we do more, because we care.

 

Apply now »