Customer Coordinator

Severn Trent Plc; United Kingdom; Remote; GBP 22,000 - 28,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Annual bonus up to £1,500

Pension scheme – double contribution (

Sharesave

Training and development

Electric vehicle scheme

Family friendly policies

Two volunteering days

Job summary

Severn Trent Plc is hiring a Customer Coordinator on a fixed-term contract to ensure customers receive a reliable water supply by coordinating Customer Inspectors and Technicians and supporting repair activities. You will drive right‑first‑time appointments and log interactions per GDPR.

The role focuses on owning end-to-end customer complaints, delivering compliant, high-quality contact, and coaching frontline teams while providing accurate reporting and updates to stakeholders.

Qualifications

• Experience handling customer complaints from start to finish.
• Ability to deliver high‑quality, compliant customer contact.
• Strong communication and reporting skills.
• Familiarity with GDPR logging interactions.
• Willingness to support standby rota.

Responsibilities

• Coordinate and coach Customer Inspectors and Distribution Service Technicians.
• Ensure customer requirements are understood and actions are in place to rectify issues.
• Research job history and communicate with Inspectors to enable right first-time appointments.
• Manage customer satisfaction across the full journey and provide timely updates.
• Log all interactions in line with GDPR and handle customer visits when needed.

Skills

Customer service

Complaint handling

GDPR knowledge

Reporting

Coaching

Job description

At Severn Trent, our people are at the heart of everything we do.We’rein the top 5% of utility companies worldwide for employee engagement, andwe’reequally proud of our strong Glassdoor score — reflecting how much our peopleloveworking 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

We have a brilliant opportunity to become a Customer Coordinator!Please note this is a FTC opportunity.

As a Customer Coordinator you will help to ensure customers safely receive a constant supply of good quality drinking water by co-ordinating and coaching Customer Inspectors and Distribution Service Technicians and supporting repair & maintenance activity customer engagement, ensuring that all customer commitments are met to help deliver a 10 out of 10 service for our customers across their end-to-end journey.

Your Primary role within the operational area, ensuring customer requirements are understood and appropriate actions are in place to rectify the customer’s issue, ensuring mitigating actions are put in place when things don’t go to plan. Researching job history, understanding customer needs and communicating to Customer Inspectors in order to facilitate a right first‑time approach to appointments

The working hours are Monday - Thursday 07:30 - 15:30 and Friday 07:30 - 15:00.

WHAT WE’RE LOOKING FOR

You take ownership of customer complaints from start to finish, keeping a clear grasp of the challenges customers face day‑to‑day. You deliver high‑quality, compliant customer contact, putting the right actions in place to secure positive outcomes. You manage satisfaction across the full customer journey, including handling dissatisfied customers and closing the loop at the end. You coach frontline teams, understand area performance, and give customers clear, timely updates alongside accurate reporting. You resolve complaints end‑to‑end — including customer visits where needed — and ensure all interactions are logged in line with GDPR.

You monitor and react to customer satisfaction measures, driving remedial actions and sharing learning to support continuous improvement. You support unappointed customer activity, manage complex cases, and participate in the relevant standby rota.

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)
• 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

LET’S GO