Digital Customer Manager

Severn Trent; Leicester; On-site; GBP 40,000 - 50,000; Full time

Benefits offered by this job

28 days holiday + bank holidays

Annual bonus scheme

Family-friendly policies

Leading pension scheme

Sharesave scheme

Dedicated training and development

Electric vehicle scheme

Two paid volunteering days

Job summary

A utilities company in Leicester seeks a customer-centric leader to ensure exceptional service delivery and lead high-performing teams. This full-time role requires strong decision-making and team management skills to handle challenges and enhance customer experiences. With responsibilities linked to £400m revenue, the position offers a comprehensive benefits package, including generous holiday and a leading pension scheme. Candidates must possess a determined attitude and a passion for making a difference.

Qualifications

• Strong customer-centric approach and ability to handle challenging situations.
• Experience in managing motivated teams and decision-making.

Responsibilities

• Lead high-performing teams and ensure exceptional customer experiences.
• Coordinate team managers and provide support.
• Monitor complaints and ensure timely resolutions.
• Develop best-practice tools for the wider business.

Skills

Customer focus

Decision-making

Team management

Empathy

Job description

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Job Overview

We are looking for a customer‑centric leader to join our mission to provide best‑in‑class customer experience. Based at the heart of our Customer Hub, you will lead high‑performing teams of water specialists, ensuring they deliver exceptional experiences for our customers. The role is responsible for £400m in revenue and for spotting, coaching, and nurturing talent for managerial succession.

Key Accountabilities

• First‑line responsibility for looking after our customers – both personally and through Team Managers and their team members (around 70 team members)
• Day‑to‑day coordination of your teams, including ensuring Team Managers have the right support and tools to prioritise work
• Deal with manager escalations via phone and email
• Monitor complaints to ensure resolution within agreed timescales
• Identify and develop best‑practice approaches, tools and techniques for the wider business
• Attend weekly meetings with colleagues to drive performance, empowerment and accountability
• Identify where other teams need assistance and re‑assign resources if needed
• Identify exceptional behaviours and talent in others
• Work on specific projects to move the business forward, either suggested by you or those you’re passionate about

What We’re Looking For

You will be customer‑focused, willing to go to great lengths to impress customers, and able to handle challenging situations with empathy. You will maintain motivated teams, manage prioritisations and follow‑through, and demonstrate strong decision‑making skills at the moment. Character, positivity, a caring attitude and a drive to make a difference are valued alongside skills and experience.

Benefits

• 28 days holiday + bank holidays (plus the ability to buy/sell up to 5 days per year)
• Annual bonus scheme (up to £2,225, subject to eligibility)
• Family‑friendly policies (including a year off fully paid maternity and adoption leave)
• Leading pension scheme – we will double your contribution (up to 15% when you contribute 7.5%)
• Sharesave – chance to buy Severn Trent plc shares at a discount
• Dedicated training and development with our Academy
• Electric vehicle scheme and retail offers
• Two paid volunteering days per year

Location & Working Hours

Leicester – at our newly refurbished site. 37 hours a week, Monday to Friday.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function and industry

Management and Manufacturing – Utilities

Apply

We look forward to receiving your updated CV. We will let you know the outcome after the closing date. Please keep an eye on your phone and emails.