Smart Metering Strategy & Customer Performance Manager
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
We are looking for a Smart Metering Strategy & Customer Performance Manager to join us working across various Midlands sites.
In this key role within our smart metering team, you’ll take ownership of day-to-day customer complaints, ensuring they are handled efficiently and resolved with a strong focus on positive outcomes.
You’ll play a central role in analysing customer and supply chain performance, using data and insight to identify trends and opportunities for improvement. From there, you’ll develop and implement targeted improvement plans, helping to enhance the overall customer journey and drive better service delivery across the board.
Alongside your analytical and improvement-focused responsibilities, you’ll also lead the day-to-day management of a team of call handlers, ensuring they are supported, motivated, and set up for success with clear and effective performance metrics.
You’ll regularly create programme board content and present insights and progress updates to stakeholders, building strong relationships and ensuring alignment on priorities and results. This is a great opportunity for someone who enjoys combining people leadership with performance improvement in a fast-paced, customer-focused environment.
3 Key Objectives you will be working to are…
- Drive meaningful impact by delivering a 20% reduction in customer contact
- Cutting aborted work and wasted visits by 50%
- Elevating overall customer satisfaction
With this being such a critical role, we’re looking for someone who can join us 37 hours a week.
WHAT WE’RE LOOKING FOR
We’re looking for a driven and committed individual who truly understands what great customer experience. You’ll be confident presenting ideas and insights, as well as being confident building relationships with stakeholders, with the ability to clearly identify issues, articulate them effectively, and take ownership of driving the right outcomes through performance management.
Experience within the water industry and an understanding of operational environments would be highly advantageous, alongside any exposure to contract management. A driving licence would be desirable as travel between different Midlands sites is essential.
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
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:
• 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
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.