Service Recovery Advisor

At Severn Trent, our people are at the heart of everything we do. We’re in the top 5% of utility companies worldwide when it comes to employee engagement and ranked as a Top 50 UK Employer on Glassdoor. Join us in making a positive impact on the environment and our communities, while being valued and supported in a truly inclusive workplace.

Our Service Recovery role sits at the heart of this value with the opportunity to really make a difference to our customers. 

EVERYTHING YOU NEED TO KNOW  

We are excited to announce a new opportunity to join our fantastic Customer Strategy and Experience team here in Coventry, as a Service Recovery Advisor.

As our new Service Recovery Advisor, you’ll be tasked with delivering a high level of customer service and satisfaction for operational Waste-Water issues. You’ll be responsible for appropriately handling and responding to telephony complaints that are received and you’ll make sure all stages of the complaints process are adhered to.  

Customer fulfilment will be at the forefront of your mind, and you’ll work to maximise customer satisfaction scores that are received by the business. You’ll be contacting customers via telephone and in writing to resolve issues, some of which are complex and long standing, and you'll be following up dissatisfied comments which have been highlighted through various channels.  

Skills and experience are important, but character, positivity, and a caring attitude matter too. We welcome and celebrate diverse individuals, knowing they help us better serve our communities. We seek people who get involved, want to be part of something bigger, and make a difference because they care.

HOW WE’LL REWARD AND CARE FOR YOU

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. Plus, you'll contribute to the environment and community too. Here are some of our favourites:

Investigate and provide detailed responses to complaints at all levels, written enquiries and other cases identified as needing involvement whilst identifying any failures and correcting where appropriate

Monitor progress of responses; chase, escalate and manage as appropriate owning the customer issue from the initial point of contact through to resolution

Building a successful relationship with the customer and keeping them fully informed, co-ordinating any follow-on actions and providing detailed responses to resolve cases to conclusion

Monitor internal systems, including email, to manage complaints audit and ensure complaints are recorded correctly in line with our regulations

Decide, negotiate and award fair ‘goodwill’ payments as appropriate, as well as carrying out amendments and updates to customer’s accounts where needed

To complete escalations and support various team leaders, managers and business leads to own the customer resolution

It’s a fast-paced environment so you’ll need to be comfortable in resolving one query and then moving quickly onto the next.

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's perks that you’ll get being part of the Seven Trent family:

Salary: £25,877.80 - £28,961.11 DOE
25 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
Annual bonus scheme (of up to £1,250 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
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. 