Customer Manager

TN United Kingdom; Derby; On-site; GBP 30,000 - 50,000; Full time

Job description

Department: Customer Hub

Salary (£): £, - £,

Position: Customer Manager

Are you looking for your next leadership challenge?

We are seeking a customer-centric leader to join us on our mission to provide a best-in-class customer experience.

EVERYTHING YOU NEED TO KNOW

You’ll be at the heart of our Customer Hub, leading teams of dedicated people who do more because we care. Working with our customers, you’ll be curious about their needs and courageous enough to advocate for more. Your main responsibility will be to deliver an outrageously amazing customer experience you’ll be proud of.

In this role, you will build high-performing, motivated teams of water specialists. Each team will function as a “mini-water supplier,” with full accountability for the happiness and service of approximately -k customers. These teams are ultimately responsible for £m in revenue. As they evolve, you’ll identify talent and nurture it through coaching and mentoring, preparing team members for managerial roles. You will also analyze team-to-customer ratios, customer needs, and overall performance to recommend necessary adaptations, evolutions, or new team formations.

Creating a positive culture will be key! Embracing empowerment, celebrating learning from mistakes, and investing in your team’s development are vital. Caring for your teams’ well-being, motivation, and engagement will help build a high-performing team delivering exceptional customer service.

You will also inspire Team Managers and other Customer Managers to adopt best practices, tools, and techniques that can benefit the wider business.

WHAT YOU’LL BRING TO THE ROLE

Customers are at the center of everything we do. You’ll need to go the extra mile to impress and excite them.

Customer service can be demanding and challenging. We’re looking for individuals who can handle tough situations with empathy, manage multiple teams and internal/external issues, address personnel challenges, and maintain motivation when stretched. You should be confident in prioritization, setting clear expectations, and following through rigorously. The ability to think quickly and make the right decision for the customer is essential.

THE ROLE OF A CUSTOMER MANAGER

• First-line responsibility for customer care, both personally and through your Team Managers and their team members
• Coordinate daily team activities, ensuring Team Managers have the support and tools needed
• Handle escalations via phone and email
• Monitor call and email handling times to meet expectations
• Address complaints promptly and effectively within agreed timescales
• Develop and share best practices, tools, and techniques across the business
• Participate in weekly meetings to drive performance, empowerment, and accountability
• Identify resource needs and reallocate as necessary
• Recognize exceptional behaviors and talent in others
• Contribute to specific projects aimed at business improvement, based on your suggestions or passions

WHAT’S IN IT FOR YOU

Working here is more than just a job. You can build a career at Severn Trent. We offer a range of benefits to reward your efforts, along with award-winning training to help you reach your potential. We also support your role in caring for the environment and local communities.

Some of our key perks include:

• Salary - £, - £, (dependent on experience)
• Days holiday plus bank holidays, with options to buy or sell up to days per year
• Annual bonus scheme (up to £, per year, based on company performance)
• Leading pension scheme – company doubles your contribution (up to % when you contribute)
• Sharesave – opportunity to purchase Severn Trent Plc shares at a discount
• Dedicated training and development through our ‘Academy’
• Electric vehicle scheme and retail offers
• Family-friendly policies, including a year of fully paid maternity and adoption leave
• Two volunteering days per year