Customer Support Lead

Severn Trent; Dethick; On-site; GBP 26,000 - 31,000; Full time

Job summary

A leading utility provider in the UK is seeking a Customer Support Lead to oversee customer service operations at a regional level. This role involves managing escalated complaints and ensuring exceptional customer satisfaction throughout the service journey. The ideal candidate will have experience in customer-facing roles, excellent communication skills, and a strong track record of resolving issues. The position offers competitive salary and benefits, focusing on employee engagement and professional growth.

Benefits

Salary: £26,412.75 - £30,521.40

28 days holiday + bank holidays

Annual bonus scheme up to £2,250

Leading pension scheme

Sharesave opportunity

Dedicated training and development

Electric vehicle scheme

Family friendly policies

Two volunteering days per year

Qualifications

• Experience in handling customer queries and escalations.
• Ability to ensure high-standard customer interactions.
• Familiarity with compliance and data protection laws.

Responsibilities

• Manage customer wastewater complaints and dissatisfaction.
• Ensure logging of all customer interactions in compliance with GDPR.
• Coordinate with various departments to resolve customer issues.

Skills

Customer facing experience

Communication skills

Problem-solving abilities

Accountability

Job description

As a Customer Support Lead you will be the focal lead for all customer service-related aspects at a regional level. Responsible for resolving escalated issues, complaints and queries which may require face to face interaction with customers. Works alongside operational colleagues as the customers conscience and 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 base will be from our Raynesway site in Derby. Your Primary role within the operational area, is ensuring customer requirements are understood and appropriate actions are in place to rectify the customer's issue. Researching the job and customer history, understanding customer needs and communicating to operational team in order to facilitate a right first‑time approach.

What You’ll Bring to the Role

It would be key for this role for you to have customer facing experience, this would mean working in a role that deals heavily with customer queries, escalations and sensitive cases. Your key accountabilities in delivering for this role would be:

• Take accountability, own, and resolve customer wastewater complaints and customer dissatisfaction, by engaging with customers through relevant communication channels, which include face to face, phone call and email. Ensuring customer case management throughout journey until completion.
• Ensure Customer contact is of a high standard and compliance to company policies and procedures and understand customer requirements and put in place appropriate next steps, follow on work, or mitigating actions in place to ensure we give the right customer outcome.
• Ensure all customer interactions are logged on our system in compliance with GDPR.
• Evaluates the situation and takes appropriate action to maximise customer satisfaction.
• Agree GOGW and/or GSS compensation payments as applicable.
• A customer ambassador at site visits. Liaise with operational site personnel and our contract partners to agree the best course of action to resolve wastewater issues for the benefit of the customer.
• Ensure Priority Services Register customers, and/or customers with additional needs are fully considered before, during and after work is carried out. Promote the benefits of the PSR to customers who are not currently registered.
• Understand area performance so customer expectations can be managed and ensure clear and concise information is given to customers and provide timely and accurate reports for customer performance management.
• Own weekly customer performance data and provide learnings for county level comm cells.
• Working with counties and support functions to improve our customer performance.
• Liaise with all departments, such as Planning & Scheduling, county, water and our contract partners to ensure customer issue are resolved, and/or relevant mitigation is in place until issue is resolved.

At Severn Trent, our people are at the heart of everything we do. We're in the top 5% of utility companies worldwide when it comes to employee engagement and ranked as a Top 50 UK Employer on Glassdoor. Join us in making a positive impact on the environment and our communities, while being valued and supported in a truly inclusive workplace.

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.

Benefits

• Salary: £26 412.75 - £30,521.40 (Depending on experience)
• 28 days holiday + bank holidays (and the ability to buy/sell up to 5 days per year)
• Annual bonus scheme (of up to £2,250 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
• Two volunteering days per year