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Posted Date:  18 Sept 2025
Posting End Date:  02-Oct-25
Location:  Derbyshire
Company:  Severn Trent Water
Department:  Wholesale Market Unit
Salary (£):  £36,000 - £47,000

Resolution Manager

Business Unit : Customer Solutions 

Division : CS CC Customer Performance 

Pay Grade Level : Level 2 - Team Manager 

Post end date : 02-Oct-25 

Salary Range : £36,000 - £47,000 

Role Type :  Secondment 

Secondment length : 12 Months 

Recruiter : Daniel McCormack 

Manager Name : Sue Farrow 

 

 

At Severn Trent, we know that delivering industry-leading service to our business customers starts with building strong, collaborative relationships with our Retailers.

 

That’s why we’re looking for a Resolutions Manager who understands the importance of balancing commercial needs with regulatory standards — and who can lead a skilled team of empowered resolution advisors to deliver fair, transparent, and timely outcomes.

 

This is a key leadership role within our Wholesale Market Unit, where you’ll be at the forefront of resolving complex complaints, driving continuous improvement, and shaping the way we support our business customers across the region.

 

 

 

 

EVERYTHING YOU NEED TO KNOW

 

This is an exciting opportunity to join our Wholesale Market Unit in Derby as a Resolutions Manager, on a 12 month fixed term contract, where you’ll play a key role in resolving complex market issues, driving performance, and ensuring regulatory compliance across our wholesale operations.

 

You will be leading the Resolutions Team to deliver high-quality outcomes and continuous improvement whilst acting as the escalation point for complex or high-risk complaints. Coaching and mentoring team members to build capability and resilience.

Responsible for monitoring complaint trends and working with internal teams to address systemic issues, ensuring compliance with regulatory requirements and internal policies.

 

You will also be accountable for representing the organisation in interactions with CCW, Ofwat, and other regulators.

 

 

 

 

HOW WE WORK

 

We’re passionate about delivering excellent service and driving continuous improvement.

 

Collaboration is at the heart of everything we do — whether that’s working with internal teams, external stakeholders, or regulators. We value integrity, accountability, and a proactive approach to problem-solving.

As part of the Wholesale Market Unit, you’ll be joining a team that thrives on challenge and is committed to making a real impact in the water industry. we play a critical role in ensuring fair, transparent, and timely resolution of complex complaints, while driving continuous improvement across our operations.

 

 We work collaboratively, champion accountability, and put the customer at the heart of everything we do. If you thrive in a fast-paced, regulated environment and enjoy leading teams to deliver meaningful change, this could be the role for you.

 

 

 

WHAT WE’RE LOOKING FOR

 

We’re looking for a dynamic and experienced Resolutions Manager to lead our Resolutions Team. You’ll be responsible for managing escalated and complex complaints, identifying root causes, and driving improvements that enhance customer satisfaction and trust.

 

 

We’re looking for someone with:

  • Strong experience in managing resolutions or complex casework, ideally within a regulated environment.
  • Experience managing or leading a team in a customer-facing or regulated environment
  • Excellent stakeholder management skills, with the ability to influence and negotiate effectively.
  • A solid understanding of wholesale market operations and regulatory frameworks.
  • Proven experience in complaint resolution, customer service, or operational management.
  • Experience managing or leading a team in a customer-facing or regulated environment.
  • Strong stakeholder engagement and cross-functional collaboration skills.
  • A track record of driving service improvements using customer feedback and data insights.
  • Proven ability to analyse data, identify trends, and implement effective solutions.
  • Exceptional communication skills — both written and verbal.
  • A proactive mindset and the ability to work independently and collaboratively.

 

If you’re ready to take the next step in your career and help shape the future of our wholesale market operations, we’d love to hear from you.

 

 

 

 

WHATS 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:

 

  • 28 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)  
  • Annual bonus scheme (of up to £2,250 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 (including, a year off fully paid maternity and adoption leave) 
  • Two volunteering days per year  

 

 

 

 

WHATS NEXT

 

We can’t wait to hear from you.

 

 

 

 

Apply now »