Customer Support Lead

Severn Trent; East Midlands; On-site; GBP 25,000 - 35,000; Full time

Job summary

A prominent utility company in the UK is seeking a Customer Support Lead to be the focal point for all customer service-related aspects at a regional level. The role includes resolving escalated issues, ensuring high standards of customer interactions, and liaising with various departments to provide effective solutions. Ideal candidates should have customer-facing experience and strong communication skills. The position is based at the Raynesway site in Derby and offers a range of employee benefits.

Benefits

28 days holiday + bank holidays

Annual bonus scheme

Leading pension scheme

Sharesave

Dedicated training and development

Electric vehicle scheme

Family friendly policies

Two volunteering days per year

Qualifications

• Experience dealing with customer inquiries and complaints.
• Ability to manage customer expectations effectively.
• Understanding of GDPR compliance.

Responsibilities

• Resolve customer wastewater complaints through various communication channels.
• Ensure all customer interactions are logged in compliance with GDPR.
• Liaise with operational teams to resolve wastewater issues.

Skills

Customer facing experience

Communication skills

Accountability

Problem-solving

Job description

Select how often (in days) to receive an alert:

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.

If you want to do more, because you care, we want you on our team.

EVERYTHING YOU NEED TO KNOW

As aCustomer 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. Yourbase 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.

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's perks that you’ll get being part of the Seven Trent family:

• 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

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. If you’re not too sure about what you need to do, or have a question about the role before applying, please get in touch with our amazing team of recruiters at [e-mail] .

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