Affordability Team Leader

Severn Trent Water; Shrewsbury; On-site; GBP 32,000 - 37,000; Full time

Job summary

A leading company in the water sector is seeking a Team Manager to lead a dedicated team in Shrewsbury. This role focuses on delivering exceptional customer service and driving team performance. The ideal candidate will be passionate about leadership and sustainability, with a commitment to continuous improvement and customer satisfaction. This is a unique opportunity to make a significant impact in a supportive environment that values diversity and personal development.

Benefits

Annual bonus scheme up to £1,500

25 days holiday + bank holidays

Leading pension scheme

Electric vehicle scheme

Dedicated training and development

Family friendly policies

Two volunteering days per year

Qualifications

• Experienced people leaders committed to customer experience.
• Ability to deal with challenging situations and empathize with customers.

Responsibilities

• Lead a team of Affordability water specialists.
• Deliver excellent customer experience and resolve escalations.
• Monitor team performance and conduct training.

Skills

Leadership

Customer Service

Problem Solving

Flexibility

Collaboration

Resilience

Job description

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Post end date :27-May-25

Salary Range :£32,501.41 to £36,768.19

Role Type : Secondment

Manager Name :Emily Bacon

Are you looking to change your career? Wanting to join somewhere, where you’ll get a career, not just a job? Well, you have come to the right place, as we’re looking for people to help us make a big drop in our ocean. And we need people to help us make our vision a reality.

EVERYTHING YOU NEED TO KNOW

Working in Optimisation, you’ll be at the heart of everything we do - leading teams of great people who do more, because we care. Working with our customers, you’ll be curious about their needs and not be afraid/ have courage to say when we can do more. Put simply, you’ll be responsible for delivering an outrageously amazing customer experience you’ll be proud of.

In this role, you will lead a team of Affordability water specialists at our office in Shrewsbury, on a 12 month fixed term contract

As your own “mini-water supplier” you will have full accountability for the happiness and service of customers who need some extra support when things have become difficult.

Leading a small autonomous team, you will be responsible for delivering excellence in every part of the customers experience for your unique customer base. Working closely with your customer manager and team, you will have autonomy over decisions related to operational processes, prioritisation of work, financial discretion for resolving customer issues and the ability to implement cutting edge ideas that improve the lives of your team and our customers. You will be passionate about doing what is right for your customers, knowing that the choices you make will impact their happiness.

Creating a culture that people love, will be key! Embracing empowerment, celebrating our mistakes (what we learn is vital) and investing in your team is something you’re passionate about. Caring for your team’s well-being, development, motivation and engagement will contribute to building the world’s best, most efficient

WHAT YOU’LL BRING TO THE ROLE

Customers are at the centre of everything we do. You’ll need to be willing to go to the ends of the earth to keep our customers impressed and excited.

We are an evolving team, which means we don’t always get it right. We take everything as a learning curve and expect you to be spotting problems and coming up with solutions to help us continually improve.

We’re looking for experienced people leaders who are enthusiastic, positive, and committed to driving our customer experience ambitions.
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. No matter the situation, we expect you to be flexible with your time and excited to take on the challenge.

And when it comes to the skills and experiences we’re looking for, don’t get too hung up on that. We’re just looking for people with the right character, positivity, and a caring attitude – and 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.

THE ROLE OF A TEAM MANAGER

We want to be sure we are a good match for you. We are looking for someone who is:

• Passionate about leading, motivating and developing people
• Passionate about helping customers (without them, we don’t exist)
• Committed to sustainability (we are all about speeding up the shift to more a sustainable world)
• Open minded, flexible and adaptable (we are constantly growing, changing and evolving)
• Approachable
• Inclusive and collaborative
• Resilient - we keep our heads even when we’re up to our knees in it.

Customer service is vigorous and can be tough. We’re looking for people who can deal with challenging situations and empathise with customers who are facing complex problems.

First-line responsibility for looking after customers with the Day to day coordination of your team, including prioritisation of work (e.g. between customer facing tasks and ad-hoc projects) and scheduling . Working with team members on an individual basis: Are they getting through the agreed tasks day to day? Do they need any assistance or help with prioritising?

• Identifying additional training requirements and opportunities for development
• Helping the team by dealing with customer escalations through both phone and email
• Monitoring and maintaining call & email handling times in line with expectations
• Monitoring any complaints to ensure awesome resolutions within agreed timescales.
• Identifying opportunities for improvement: for example, in day-to-day processes, team organisation, quick technology wins, or indeed in any way that you think would improve the team’s performance
• Attend weekly meetings with other Team Leaders to drive performance
• Share relevant information with your team and setting clear expectations
• Conducting interviews for new starters
• Responsible for training (and co-ordinating training) for new starters
• Not forgetting about yourself! What other training might you find useful? Are there other things you’d like to be involved in or incorporate into your role? Would training from/shadowing other members of the team or company be useful?

WHAT’S 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 perks that you’ll get being part of the Seven Trent family:

• A salary of between£32,500 - £36,700 (dependant on experience), with a company pay increase each year
• 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 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

WHAT’S NEXT

We can't wait to hear from you

Before you apply, you’ll need an updated copy of your CV and about five minutes to spare. We’ll always let you know the outcome of your application after the closing date - so keep an eye on your phone and emails.

And if this has sparked your curiosity, and you're wanting to find out even more, search #LifeAtSevernTrent on social media or view us on Glassdoor.