Digital Customer Manager

Severn Trent Water; Leicester; On-site; GBP 44,000 - 57,000; Full time

Benefits offered by this job

28 days holiday + bank holidays

Annual bonus scheme

Pension scheme – enhanced contribution

Volunteer days

Electric vehicle scheme

Job summary

Severn Trent Water is seeking a Digital Customer Manager to lead high-performing teams responsible for billing interactions across our digital channels, including WhatsApp, social media and Trustpilot. Based at the heart of our Customer Hub in Leicester, you will oversee Digital Operations with two other Customer Managers.

The role controls £400m in revenue and focuses on developing talent, delivering outstanding service, and building a culture of engagement and continuous improvement.

Qualifications

• Experience leading customer service teams.
• Proven ability to develop people and align teams to customer outcomes.
• Strong communication and stakeholder management at all levels.
• Experience with digital customer channels and performance metrics.

Responsibilities

• First-line responsibility for customers via Team Managers and their teams (~70 people).
• Coordinate day-to-day to support Team Managers with the right tools and priorities.
• Handle escalations by phone and email to resolve issues quickly.
• Monitor complaints and drive timely, exemplary resolutions.
• Develop best practices and tools to improve cross-team performance.
• Attend weekly meetings to drive empowerment and accountability.
• Identify opportunities to reallocate resources for better outcomes.
• Spot exceptional talent and mentor future leaders.

Skills

Leadership

Team management

Customer service

Communication

People development

Tools

Trustpilot

CRM software

WhatsApp

Social media management

Job description

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Post end date :23-Aug-26

Role Type : Full Time Contract

LET’S CUT STRAIGHT TO IT

Are you looking for your next leadership challenge?

We are looking for a customer centric leader to join us on our mission to provide best in class customer experience. Based at the heart of our Customer Hub, do you want to lead our teams of great people who do more, because we care. You’ll with our customers & communities, being curious about their needs and do everything to meet their needs. Put simply, you’ll be responsible for delivering an outrageously amazing customer experience you’ll be proud of.

LET’S TELL YOU MORE

As a Digital Customer Manager, you will lead and motivate high-performing teams of water specialists, ensuring they deliver exceptional experiences for our customers. Working alongside two other Customer Managers, you’ll oversee our Digital Operations teams that manage all billing interactions across our digital platforms, including WhatsApp, social media, and Trustpilot.

The individual teams you lead are ultimately responsible for £400m in revenue. As the teams evolve, you’ll be responsible for spotting talent and then nurturing them through coaching and mentoring, so they are ready for a step into Managership. Understanding your team-to-customer-ratios, customer needs and overall performance, you’ll need to create recommendations about how your teams need to adapt, evolve or create entirely new teams if required.

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’re passionate about. Caring for your team’s well-being, development, motivation and engagement will contribute to building a high performing team delivering outrageously good customer service

But it’s not just you. You’ll also inspire Team Managers and other Customer Managers to identify and foster best practice approaches, tools, and techniques that the wider business can use.

Key accountabilities in the role will be:-

• First-line responsibility for looking after our customers – both personally and through your Team Managers and their Team members (around 70 team members)
• Day to day coordination of your teams, including ensuring your Team Managers have the right support and tools to prioritise work
• Helping your teams by dealing with manager escalations through both phone and email
• Monitoring any complaints to ensure awesome resolutions within the agreed timescales
• Identify and develop best practices approaches, tools and techniques that the wider business can use
• Attend weekly meetings with your colleagues to drive performance, empowerment and accountability
• Identifying where other teams need assistance and helping to reassign resource if needed
• Ability to identify exceptional behaviours and talent in others.
• From time-to-time working on specific projects to move the business forward that either you have suggested or that you’re passionate about.

You’ll be based at our newly refurbished site in Leicester but will be required to travel to other sites in the severn trent region.

You’ll work within Customer leadership team and have direct line management of 4 team leaders who will each have 12 reports themselves. With this being such a critical role, we’re looking for someone who can join us 37 hours a week, Monday to Friday.

HOW WE WORK

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 and why for this role you’ll usually find us in the office during our working hours.

WHAT WE’RE LOOKING FOR

Customers are at the centre of everything we do. You’ll need to be willing to go to the ends of the earth to keep our customers impressed and excited.

Customer service is vigorous and can be tough. We’re looking for people who can deal with challenging situations and empathise with customers who are facing complex problems. Leading multiple teams of customer service people means that at times you’ll feel stretched across multiple internal and external issues, you’ll need to handle tricky personnel issues and keep the overall team motivated at times when everyone is stretched. You’ll need to handle tricky personnel issues and keep the overall team ...

Skills and experience are important, but character, positivity, and a caring attitude matter too. We welcome people from all walks of life and celebrate individuality as we know diverse minds, experiences and backgrounds help us to learn and 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 IN RETURN

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:

• 28 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
• Competitive salaty offering of £44,000 - £57,000
• Annual bonus scheme (of up to £2,225, which is 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 – 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 paid volunteering days per year

LET’S GO