Customer Team Leader

SevernTrentLife; Nottingham; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading utilities company in Nottingham is seeking a Customer Service Leader to manage a team of Water Specialists. In this pivotal role, you'll oversee customer escalations, drive team performance, and foster a collaborative culture. Ideal candidates should possess previous leadership experience and excellent communication skills. Join us and be part of a caring environment that values team engagement and innovation, offering competitive benefits like a bonus scheme and extensive training.

Benefits

25 days holiday + bank holidays

Annual bonus scheme up to 15%

Leading pension scheme

Family friendly policies

Sharesave program

Dedicated training and development

Electric vehicle scheme

Two volunteering days per year

Qualifications

• Previous experience leading a team is essential.
• Excellent communication and collaboration skills are required.
• Strong influencing abilities to drive innovation.

Responsibilities

• Manage customer escalations through phone and email.
• Ensure quality of calls and emails in line with expectations.
• Identify opportunities for performance improvement.

Skills

Team leadership

Customer-oriented roles

Excellent communication

Collaboration

Problem-solving

Job description

Severn Trent isn’t all water and wastewater in the Midlands. Severn Trent Services (STS) is a thriving non-regulated business providing outstanding services in the Utilities sector across the UK. We have an ambitious growth plan and are exploring a wealth of exciting strategic opportunities to cement our place as one of the sector leaders.

If you want to do more, and come on this journey, we want you on our team.

EVERYTHING YOU NEED TO KNOW

Severn Trent Services is a business of £100 million turnover, and we are looking for a Customer Service Leader to manage our customer service team with Strus.

Strus is a leader in the conveyancing searches industry, providing comprehensive and reliable search products. Our flagship product, the CON29DW, is essential for property transactions, and we are committed to delivering high-quality, accurate, and timely information to our clients.

In your new role you will be responsible for delivering excellence in every part of the customers experience for your unique customer base. You will have autonomy over decisions related to operational processes, prioritisation of work, financial discretion for resolving customer issues and the ability to implement cutting edge ideas that improve the lives of your team and our customers.

This role is based in Nottingham at our Pure Offices.

Creating a culture that people love, will be key! Embracing empowerment, celebrating our mistakes (what we learn is vital) and investing in your team is something you should be passionate about. Along with caring for your team’s well-being, development, motivation and engagement will contribute to building the world’s best, most efficient caring Customer team.

Some of your key accountabilities will include:

• Helping the team by dealing with customer escalations through both phone and email and looking for opportunities to avoid future escalations
• Monitoring and maintaining call & email quality in line with expectations
• Monitoring any complaints to ensure awesome resolutions within agreed timescales
• Identifying opportunities for improvement: for example, in day-to-day processes, team organisation, quick technology wins, or indeed in any way that you think would improve the team’s performance
• Working directly with peers in a collaborative manner to drive performance

WHAT WE’RE LOOKING FOR

In order to be successful in this role, you will need previous experience of leading a team, as you will be managing a group of five Water Specialists. A background in customer-oriented roles is essential, alongside excellent communication, collaboration, and presentation skills to engage effectively with stakeholders. Strong influencing abilities and the confidence to challenge traditional ways of thinking are also key, ensuring you can drive innovation and deliver results in a dynamic environment.

You’ll join a caring culture that collaborates to achieve, grow, and develop. Our employee engagement scores are among the highest globally in energy and utilities. That’s why, we value in-person moments to keep our culture alive but also understand the flexibility working from home can bring. So, you’ll usually find us in the office, but working from home is supported, when you need it.

Skills and experience are important, but character, positivity, and a caring attitude matter too. We welcome and celebrate diverse individuals, knowing they help us 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

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 15% of salary dependent on company performance)

• Leading pension scheme – we will double your contribution (up to 15% when you contribute 7.5%)

• Family friendly policies (including, a year off fully paid maternity and adoption leave)

• 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

• Two volunteering days per year

LET’S GO

We can’t wait to hear from you! Have an updated CV ready and spare five minutes to apply. We’ll let you know the outcome after the closing date, so keep an eye on your phone and emails.