Team Leader

This role can be based at either Pride Park (Derby) or Shelton (Shrewsbury), you will however be required to travel to both sites.

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

At Severn Trent, we’re leading the way in the water industry, delivering innovative solutions and safe, clean water to our communities. We’re looking for a proactive and empathetic Complaints Manager to oversee our complaints handling process—ensuring customer concerns are resolved fairly and in line with regulatory standards. You’ll manage the full complaints journey, identify root causes, and drive continuous improvement across the business.

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 and why for this role you’ll usually find us in the office during our working hours.

WHAT WE’RE LOOKING FOR

To succeed in this role, you’ll need strong leadership skills to motivate and develop the team towards achieving targets. Excellent customer care is essential, along with a genuine passion for helping others. You’ll bring outstanding communication, negotiation, and problem-solving abilities, and be confident engaging with colleagues at all levels. A high level of personal maturity, strong organisational and time management skills, and attention to detail are key. You’ll also need solid analytical skills and ideally, experience in complaint handling within a regulated environment.

You’ll be a confident decision-maker and negotiator, capable of resolving customer issues at complaint level. The role demands the ability to think objectively, plan and prioritise effectively, and work under pressure in a target-driven environment. You’ll also be expected to identify and implement process improvements, share learnings across the team, and provide root cause analysis to senior management.

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:

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, which is subject to eligibility)
Family-friendly policies (including a year off fully paid maternity and adoption leave)
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
Two paid 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.