Service Recovery Advisor

Severn Trent Plc; Coventry; In loco; GBP 24.000 - 28.000; Tempo pieno

Vantaggi offerti da questo lavoro

25 days holiday

Annual bonus scheme

Leading pension scheme

Sharesave

Dedicated training and development

Electric vehicle scheme

Family friendly policies

Two volunteering days

Descrizione del lavoro

Severn Trent Plc in Coventry is hiring a Service Recovery Advisor to deliver high-quality customer service and resolve complaints related to operational Waste-Water issues.

You will contact customers by telephone and written correspondence, investigate issues, provide detailed responses, and work to maximise customer satisfaction while keeping customers informed.

Join a supportive team and benefit from award-winning training, with opportunities to develop and contribute to our communities.

Mansioni

• Investigate and provide detailed responses to complaints at all levels, written enquiries and other cases identified as needing involvement whilst identifying any failures and correcting where appropriate
• Monitor progress of responses; chase, escale and manage as appropriate owning the customer issue from the initial point of contact through to resolution
• Building a successful relationship with the customer and keeping them fully informed, co-ordinating any follow-on actions and providing detailed responses to resolve cases to conclusion
• Monitor internal systems, including email, to manage complaints audit and ensure complaints are recorded correctly in line with our regulations
• Decide, negotiate and award fair ‘goodwill’ payments as appropriate, as well as carrying out amendments and updates to customer’s accounts where needed
• To complete escalations and support various team leaders, managers and business leads to own the customer resolution
• It’s a fast-paced environment so you’ll need to be comfortable in resolving one query and then moving quickly onto the next

Descrizione del lavoro

At Severn Trent, our people are at the heart of everything we do.We’rein the top 5% of utility companies worldwide for employee engagement, andwe’reequally proud of our strong Glassdoor score — reflecting how much our peopleloveworking here.

Join us to make 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

We are excited to announce a new opportunity to join our fantasticCustomer Strategy and Experience teamhere inCoventry, as aService Recovery Advisor.

As ournewService Recovery Advisor, you’ll be tasked with delivering a high level ofcustomer serviceand satisfaction foroperational Waste-Water issues. You’ll be responsible for appropriately handling and responding to telephony complaints that are received and you’ll make sure all stages of the complaints process are adhered to.

Customer fulfilment will be at the forefront of your mind, and you’ll work to maximise customer satisfaction scores that are received by the business. You’ll be contacting customers via telephone and in writing to resolve issues, some of which are complex and long standing, and you'll be following up dissatisfied comments which have been highlighted through various channels.

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'snot just a job;it's a career. We offer benefits that rewardgreat workand award-winning training to help you reach your potential. Plus,you'llcontribute to the environment and communitytoo. Here are some of our favourites:

• Investigate and provide detailed responses to complaints at all levels, written enquiries and other cases identified as needing involvement whilst identifying any failures and correcting where appropriate
• Monitor progress of responses; chase, escale and manage as appropriate owning the customer issue from the initial point of contact through to resolution
• Building a successful relationship with the customer and keeping them fully informed, co-ordinating any follow-on actions and providing detailed responses to resolve cases to conclusion
• Monitor internal systems, including email, to manage complaints audit and ensure complaints are recorded correctly in line with our regulations
• Decide, negotiate and award fair ‘goodwill’ payments as appropriate, as well as carrying out amendments and updates to customer’s accounts where needed
• To complete escalations and support various team leaders, managers and business leads to own the customer resolution

It’s a fast-paced environment so you’ll need to be comfortable in resolving one query and then moving quickly onto the next.

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:

• 25 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
• Annual bonus scheme (of up to £1500 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