Contact Centre Team Leader

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 for employee engagement, and we’re equally proud of our strong Glassdoor score — reflecting how much our people love working here.

Join us to make 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 are at the forefront of the water industry, providing innovative solutions and ensuring clean and safe water supplies for our communities. As a rapidly growing organization, we are seeking a dynamic, driven, and experienced Team Leader to join our Specialist Collections Department.

Your key responsibilities will be:

Leadership and Team Management: Lead, mentor, and develop a team ensuring consistent delivery of high-quality services.
Credit Control Expertise: Manage and oversee complex debt recovery matters, ensuring that the company's interests are represented effectively.
Performance Management: Implement robust performance metrics and KPIs to ensure the team's continual growth and improvement.
Coaching: Offer on-going coaching and feedback, fostering a culture of continuous learning and resilience.
Stakeholder Management: Engage with external stakeholders, including regulatory bodies, to represent the company's perspective and protect our interests.
Process Optimisation: Identify areas for procedural improvements,

streamline workflow, and enhance the efficiency of the collections process.

And if that wasn’t enough, you’ll work directly with customers, colleagues, and external stakeholders to support our processes alongside the bigger picture thinking of the customer journey.

This 12-month contract role will be based at our Shelton site in Shrewsbury. With this being such a critical role, we’re looking for someone who can join us 37 hours a week, working across a range of shift patterns including evenings and weekends.

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

We’re looking for the following things:-

Leadership – to be able to motivate and develop a team to achieve targets.
Excellent customer care skills and a passion to help others.
Attention to detail and problem-solving skills.
Good interpersonal / communication skills with all levels.
High level of personal maturity.
Need to have excellent organisational and time planning skills.
Ability to own multiple processes and explore opportunities for continuous improvements.

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.