Team Leader - Waste Customer Experience

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.

LET’S TELL YOU MORE  

Waste Networks is an exciting area of the business which has gone through large scale transformation in recent years. As a business we are driven to constantly improve performance and we strive to embed a ‘customer first’ mindset, ensuring our customers get a great service and that we provide an amazing customer experience.

We’re looking for a Team Leader to join us on a 12-month fixed term contract who commands excellent customer experiences and the delivery of the promises we make. We want you to drive improvement by bringing together all parts of the customer journey by working across teams to resolve all customer issues. You’ll drive outstanding telephony complaint handling and support our front-line teams to deliver first contact resolution.

Some of your other key accountabilities will include: 

Ensure that your team operates with a customer centric mindset, taking individual responsibility for following through and owning the experience for the customer.
Drive and deliver exceptional team performance across all measurable key performance indicators in an efficient and effective manner.
Encourage a culture of learning and development and ensure that all employees are appropriately trained, coached, managed and engaged.
Monitor and use relevant performance data to promote and drive continuous improvement.
Promote the uptake and embedding of improvements in processes and technologies, actively working with other Team Leaders and Customer Resolution Managers to help identify and facilitate changes to aid delivery of business goals.

You’ll be based in our Coventry head office Monday-Friday.
 

WHAT WE’RE LOOKING FOR 

We are looking for a candidate who has worked in in a customer centric role with proven success in delivering customer satisfaction. You’ll have successfully led, developed and motivated teams particularly in a changing environment.

We expect you to have experience of driving performance improvement through coaching, goal setting and effective feedback.

Skills and experience are important, but character, positivity, and a caring attitude matter 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’re looking for people who want to get involved, be part of something bigger, and make a difference because they care. 

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

25 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)

Annual bonus scheme (of up to £1,500 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 (including, a year off paid for any maternity and adoption leave)

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.