Subject Matter Expert

Business Unit : Customer Solutions 

Division : CS CC Customer Delivery 

Pay Grade Level : Level 1 - Customer / Operational Frontline 

Post end date : 07-Oct-25 

Salary Range : £28,941.10  

Role Type :  Full Time Contract 

Secondment length : NA 

Recruiter : Daniel McCormack 

Manager Name : Cagney Peebles 

Hello. We’re Severn Trent and we think water is wonderful. And we’re pretty keen on people too.

24 hours a day, 365 days a year we serve 4.8 million households and business across the heart of the UK. Each cuppa drank, each toilet flushed is only possible because of the 7,000 brilliant team members working across our patch.

We welcome people from all walks of life and celebrate individuality. We know diverse minds, experiences and backgrounds help us to learn and better serve our customers and the communities where they live.

If you want to do more because you care, we’d love to talk to you. There really is something for everyone here.

Here at Severn Trent we take pride in knowing we come to work each day and help make a difference to our customers, working together with our colleagues to solve problems as soon as we can.

Our Subject Matter Expert role sits at the heart of this value with the opportunity to really make a difference to our customers. 

EVERYTHING YOU NEED TO KNOW  

You will be working collaboratively across Severn Trent to deliver expert knowledge and insight into our customer process and business issues, driving customer centric focus to deliver improved customer experience through change.

Undertaking specialist designated activity that require higher technical skills, you will act as an escalation point and point of reference for your team, resolving their queries and supporting them deliver influential drives to our company.

You’ll also need to be able to manage the incident and event desk and monitor internal and external communications.

WHAT YOU’LL BRING TO THE ROLE 

 Your key accountabilities in helping us on our journey will be: 

• Key ownership and accountability to manage critical elements of ODI focus (Water Quality); managing high impact customer issues and actions which require specialist knowledge.

• Driving understanding and awareness of Water Quality within Front line contacts and liaising with STW teams to progress complex WQ issues

• Providing expert knowledge of business processes, products and procedures; customer requirements and priorities to shape change programmes – ensuring delivery of an efficient customer centric solution.

• Communicating with customers to explain business and regulatory process and provide any advice required clearly and concisely.

• Continually driving and participating in the implementation of change within the department through lean processes.

• Exercising good judgment / balance in terms of the risk / impact to our customers, relative to the activity in hand, and to ensure compliance with our statutory, regulatory and company standards at all times.

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 involve. Those who are ready to be part of something bigger and who want to make a difference because they care.

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:

• Annual company bonus of up to £1,500

• 33 days leave per year - that’s 25 days annual leave and another 8 days to use in lieu for any bank holidays worked. You can also buy another 5 days holiday per year on top of this.

• 10% Monthly discount with Busy Bee Nursery, and one week free child care.

• Flexible benefits scheme including discounted goods and services. This includes things from cinema tickets, shopping, restaurant vouchers holidays etc.

• Leading pension scheme – we will double your contribution (up to 15% when you contribute 7.5%)

• Free parking on-site

• Income protection covering half salary for up to five years if you are unable to work

• Severn Trent shares scheme, offering the opportunity to purchase discounted shares

• Family friendly policies

• Life insurance of 6 times salary

• Income protection covering half salary for up to five years if you become unable to work

• Accident insurance

And when it comes to your health, we’ve recently launched a new 'health fund' to help contribute to private medical treatment for those struggling to get treatment on the NHS. Plus, we’ll also look after your wellbeing with our free physio, mental health counselling and virtual GP service.

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.

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!