Head of Customer & Developer Services

Severn Trent Water; Coventry; On-site; GBP 85,000 - 110,000; Full time

Benefits offered by this job

25 days holiday + bank holidays (and a

Car allowance

Annual bonus

Pension scheme

Family leave

Sharesave

Training & development

EV scheme

Job summary

Severn Trent Connect, a subsidiary of Severn Trent Water, is seeking a Customer & Developer Services Manager. This senior leadership role centers on shaping the end-to-end customer and developer experience, guiding high-performing teams to deliver service excellence, drive operational performance and support sustainable growth.

You will oversee Customer Services, Developer Services, regulatory engagement, contractor performance, and customer vulnerability, acting as the senior lead for

Qualifications

• Significant experience operating with autonomy and accountability at a senior management level within a regulated utility or similarly complex environment.
• Strong track record of leading multi-disciplinary teams, managing competing operational, customer, regulatory and commercial priorities, and delivering service improvements, organisational change and cross-functional transformation.
• Understanding of wastewater networks and civil engineering principles, alongside experience managing third-party contractors, outsourced partners, regulatory risk and compliance obligations.
• Experience engaging with stakeholders and regulators, influencing senior leaders, presenting recommendations and performance outcomes.

Responsibilities

• Lead strategic engagement with developers, consultants and contractors to support growth opportunities and enhance service delivery.
• Provide technical governance and assurance for complex developer services activities and asset adoption decisions.
• Resolve complex technical, commercial and customer issues that present significant business, regulatory or reputational risk.
• Evaluate technical design-and-build submissions for wastewater network assets
• Act as deputy to the Head of Connect as required, providing leadership continuity, operational decision-making and business representation across all customer and developer service functions.
• Own and deliver strategic improvement plans that support business growth, regulatory performance, customer outcomes and operational efficiency.
• Provide leadership across multiple functional disciplines, ensuring alignment between Customer Services, Developer Services, Operations, Asset Management and Commercial teams.
• Lead the Customer & Developer Services team, providing visible and proactive leadership
• Set and continuously improve the end-to-end customer and developer service model
• Champion customer-centric culture and act as the voice of the customer internally
• Determine future resourcing needs and lead recruitment for additional FTE as needed

Job description

Severn Trent Connect, a subsidiary of Severn Trent Water, is seeking a Customer & Developer Services Manager. This senior leadership role centers on shaping the end-to-end customer and developer experience, guiding high-performing teams to deliver service excellence, drive operational performance and support sustainable growth.

You will oversee Customer Services, Developer Services, regulatory engagement, contractor performance, and customer vulnerability, acting as the senior lead for