Waste Customer Resolution Case Coordinator

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.

If you want to do more, because you care, we want you on our team.

EVERYTHING YOU NEED TO KNOW

As a Waste Customer Resolution Case Coordinator your role will be covering escalated customer issues across our whole region and be based out of our Headquarters in Coventry. We would be looking for you to have a great ‘Customer First’ mindset, ensuring our customers get a great service and that we achieve our company Cmex targets.

With this being such a critical role, we’re looking for someone who can join us 37 hours a week, working from Monday - Thursday 08:00am-16:00pm and Fridays 08:00am – 15:30pm (the exact daily hours can be flexible, if needed).

The below objectives are key to succeeding in this role.

Identifying areas of potential Customer dissatisfaction and intervenes to get them resolved.

Is a real time highly empowered decision maker to drive customer resolution and experience.

Ensure and assure meaningful and timely customer communication is done.

Provide full visibility and drive customer performance across waste for specific areas/counties.

Overall area lead and collaborator for customer promise and resolution management within the Customer Management Centre, working with COSC, Network Control and Field teams whenever needed.

Identify and deliver improvement plans and suggestions based on data and insight.

As a role model you will set the standard by case managing highly impacted Customers, or those with complex individual needs, to ensure they get the right resolution and with a great Customer experience.

Reduce the need for service recovery interventions by taking a preventative customer management approach with fast decision making, providing tailored customer management and support on a case by case scenario.

WHAT WE’RE LOOKING FOR

It would be key for this role for you to have customer facing experience, this would mean working in a role that deals heavily with customer queries, escalations and sensitive cases.

Your key accountabilities in delivering for this role would be:

You will have a clear understanding of the root cause of customer dissatisfaction we receive and have plans to make improvements.

Day to day, you will be accountable for managing and owning customers that have been identified as needing your support and be a point of contact to answer technical enquiries or escalations from customers. This would include case management of customers who fall under our previously told private process.

Responsible for the end-to-end process for customers who take up our private service offer, ensuring the journey runs smoothly, is customer friendly and efficient. You will document and update the agreed process, whilst reviewing this for improvements. You will use your network to ensure the process is shared and understood.

Responsible for contacting customers who have opted for our private service offer, processing payments and/or discussing payment options with them and finding a suitable solution. You will record all customer conversations on Target/CMP and SAP and will use your experience of talking to customers to deliver a 10/10 service.

You will monitor and own a customer inbox responding to customer queries where a private company has diagnosed the issue as shared. Supporting the customer, ensuring reimbursement of invoice costs and driving operational performance whilst advocating for the customer.
Responsible for continuous improvement across the private services we offer, taking ownership of delivering improvements to our processes and policies. You will support the wider business with understanding and adhering to these.

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

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 bonus scheme (of up to £2,250, which is subject to eligibility)
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 paid volunteering days per year

LET’S GO

We can’t wait to hear from you.

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. 

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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!