Customer Contact Training Manager

Severn Trent Water; Coventry; On-site; GBP 45,000 - 55,000; Full time

Job summary

Join Severn Trent's Academy team as a Customer Contact Training Manager and lead a dedicated team focused on delivering exceptional customer experiences. This role involves significant oversight of training functions, development of strategies, and management of teams to ensure high-quality customer interactions. Suitable candidates should possess strong leadership skills, a deep understanding of customer service, and a passion for learning and development.

Benefits

28 days holiday + bank holidays

Annual bonus scheme up to £2,250

Leading pension scheme

Electric vehicle scheme

Family-friendly policies

Two paid volunteering days per year

Qualifications

• Over 2 years of experience in leading and developing teams.
• Solid understanding of the learning and development field.
• Passionate about customer service and sustainability.

Responsibilities

• Oversee and support the training team with 10 direct reports.
• Identify improvement opportunities in training processes.
• Develop and implement a training strategy for customer contact.

Skills

Leadership

Team Development

Customer Service

Empathy

Flexibility

Job description

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At Severn Trent we’re on a mission to build the most skilled teams around, with our purpose-built learning facility (the Academy!) dedicated to the development of all our teams across Severn Trent, it is no surprise that lifelong learning is an important part of our success.

We have an exciting opportunity for you to join our ambitious Academy team as aCustomer Contact Training Manager

Customers are at the centre of everything we do. From the CEO to our Data Scientists, everyone across the business deals with customers. In the Training Team, we’re lucky enough support all of our colleagues in having the best conversations with our customers every day. You’ll need to be willing to go to the ends of the earth to keep our customers impressed and excited

EVERYTHING YOU NEED TO KNOW

Join The Academy and lead teams dedicated to delivering exceptional customer experiences. You'll be curious about customer needs and courageous in suggesting improvements.

You'll oversee the Training function, driving the Customer Contact Learning and Development team to design, deliver, and embed various learning interventions.

Working closely with the Academy Customer Lead, you'll have autonomy over training decisions and the opportunity to implement innovative ideas.

You'll foster a culture of empowerment, learn from mistakes, and invest in your team's well-being and development, contributing to building the world's best Customer Training Team

Further Responsibilities Include:

• Oversee and support the training team (10 direct reports)
• Identify improvement opportunities in processes, organisation, and technology
• Analyse performance data and create interventions to enhance skills and capabilities
• Develop and implement a training strategy
• Manage relationships with Severn Trent Academy and external partners
• Collaborate with leadership and stakeholders to demonstrate the impact of learning investments
• Transfer accountability from training to BAU activities
• Attend weekly meetings with Operational Managers
• Coordinate training for new starters

WHAT YOU’LL BRING TO THE ROLE

We are seeking a candidate with over 2 years of experience in leading, developing, and motivating teams, from a contact centre background.

You should have a solid understanding of the learning and development field and be passionate about customer service, sustainability, and team development.

We value open-minded, flexible, and adaptable individuals who are approachable, inclusive and collaborative

Customer service can be challenging, so we need someone who can handle complex situations with empathy and a positive attitude

WHAT’S IN IT FOR YOU

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 some of our favourite perks that you get being part of the Severn Trent family:

• Salary of £45,000 - £55,000, dependent on experience and qualifications
• 28 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
• Annual bonus scheme (up to £2,250 based on company performance and subject to eligibility)
• 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
• Two paid volunteering days per year

WHATS 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.

And if your curiosity has peaked and you're wanting to find out even more, search #LifeAtSevernTrent on social media.

Ps. we’ll always let you know the outcome of your application after the closing date - so keep an eye on your phone and emails.