Policy Specialist

LET’S CUT STRAIGHT TO IT  

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.  

Our Comms Team is on the lookout for a Policy Specialist to join their Executive Complaints Team for a 12 month fixed term contract! 

LET’S TELL YOU MORE  

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!   

The Policy Specialist role touches on all areas of the Executive Complaints Team and works directly with the Head of Customer Policy to make sure we are making decisions for our customers based on an extensive understanding of polices that support them.  

To fairly support the Head of Customer Policy you will spend around 50% of your time with them; attending and driving all policy forums to ensure you, the Operational leaders, and Subject matter experts attending from all over the business are driving the right improvements to policies or having the right people and conversations around the table to discuss the creation of brand-new policies.  

The purpose of these forums is to look at either existing policy that don't support our customers as they should and creating a more customer first policy. Or there is a situation that comes up and we don't have a policy to work from, you will be creating a working group and explore how we can create one. To do this you will bring with you a set of senior and external stakeholder engagement skills to make sure we have everyone we need in the room, and contributing to best serve our customers.  

The other c.50% of your time will be spent with the Executive Complaints Team ensuring that we can capture a range of root cause issues that lead to our most high profile and escalated complaints. You will be using your curiosity to explore problems escalated to yourself and sometimes even working backwards to understand what policies exist and what we need to consider going forward.  

This role will work Monday – Friday 37 hours at 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 ability to translate insight and data into clear, actionable recommendations.  

• Experience working with policies, frameworks, or standards within a business or regulated environment.  

• Ability to influence and engage stakeholders across multiple levels, including senior leadership, without direct authority.  

• Strong analytical and problem‑solving skills, with the ability to identify systemic issues and opportunities for improvement.  

• Excellent communication skills, with the ability to simplify complex information for a range of audiences.  

• Strong understanding of customer outcomes, fairness, and continuous improvement principles.  

• High level of accountability and ownership in driving change and ensuring compliance. 

• Investigation & Problem-Solving - Strong analytical thinking to assess complex, multi-touchpoint complaints 

• Advanced Communication (Written & Verbal) 

• 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