Customer Site Lead

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 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.

LET’S TELL YOU MORE

We’re looking for a Customer Site Lead to join our Customer Service Leadership Team on a 12-month MAT cover basis, to shape and drive a first-class experience for all of our customers.

Customers are at the centre of everything we do. Everyone across the business deals with customers and in our Customer Hub, we’re lucky enough to talk to customers every day. You’ll need to be willing to go to the ends of the earth to keep our customers impressed and excited in this role.

How our customers want to engage with us has changed over the years and we have invested significantly into our contact channels and customer journeys to ensure they are providing what our customers deserve, the best experience possible.

As we continue to evolve our multi-channel operation, we are passionate about developing our customer service teams to be truly best in class and market leading – this role will play a huge part in helping us achieve that goal. We are currently implementing a new operating model, so you’ll be a pro at taking your team and customers through change.

You'll be based across both our Contact Centres in Derby & Leicester. You’ll work with approx. 6 direct reports and overall responsibility of 100 people across both sites. With this being such a critical role, we’re looking for someone who can join us 37 hours a week, with it being important to interface with your team, so you will be required to travel between these locations.

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. So, you'll usually find us in the office, but working from home is supported, when you need it.

WHAT WE’RE LOOKING FOR

From senior leadership to operational team members, it’s essential that you’ll be able to demonstrate the benefit of great leadership across a multi-channel and multi-site contact centre environment.

Showing your proven track record of building exceptional, high performing teams, we’ll look for you to have led a customer service focused team, and we don’t mean just managing FTEs - you’ve led people to do great things. Your enthusiasm means awesome people will follow you, you get stuff done. You create the movement that others follow.

Get ready for an ever-changing environment! We’re constantly looking at ways to make the lives of our customers and teams more awesome, so there is constant testing and learning. We want you to find and take opportunities to help make this happen. No matter the situation, we expect you to be flexible with your time and excited to take on the challenge. If you’ve been through a change programme before, that would be a bonus!

You will bring the focus and experience to develop robust data driven business plans to drive our operational priorities and achieve our key performance indicators and service level agreements.

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 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 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:

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

Annual bonus scheme (of up to 20% of salary dependent on company performance)

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

Family friendly policies (including, a year off fully paid maternity and adoption leave)

Sharesave – the chance to buy Severn Trent Plc shares at a discounted rate

Dedicated training and development with our ‘Academy’

Car allowance of £5,208 pa (pro-rata where appropriate)

Private medical cover, life assurance, income protection and personal accident cover

Electric vehicle scheme and retail offers

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.