Smart Metering Customer Support Advisor

Severn Trent; Cromford CP; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading UK utility company is seeking a Smart Metering Customer Support Adviser in Cromford. This role involves being the first point of contact for smart metering customers, managing communications, and ensuring exceptional service delivery. Candidates should have experience in customer service and the ability to work collaboratively. Benefits include a flexible holiday scheme and a substantial pension contribution.

Benefits

25 days holiday + bank holidays

Annual bonus scheme

Family-friendly policies

Leading pension scheme

Electric vehicle scheme

Two paid volunteering days per year

Qualifications

• Experience in a fast-paced, customer-focused environment.
• Proven ability to manage customer cases and deliver tailored support.
• Creative and self-motivated with excellent customer service skills.

Responsibilities

• Be the first point of contact for smart metering customers.
• Manage customer communications and support complaint resolution.
• Conduct audits and contribute to campaigns and meetings.

Skills

Customer service

Communication skills

Problem-solving

Interpersonal skills

Attention to detail

Tools

SAP

Microsoft Excel

GIS

Target

Job description

Overview

At Severn Trent, our people are at the heart of everything we do. We're in the top 5% of utility companies worldwide when it comes to employee engagement and ranked as a Top 50 UK Employer on Glassdoor. Join us in making 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’re looking for a proactive and customer-focused individual to join our team as a Smart Metering Customer Support Adviser. In this role, you’ll be the first point of contact for our smart metering customers, delivering exceptional service and ensuring queries are resolved efficiently. You’ll build strong relationships with internal teams, contractors, and third parties, acting as a key liaison to drive improvements and promote the benefits of smart metering. You’ll manage customer communications, support complaint resolution, conduct audits, and contribute to campaigns and meetings. If you’re passionate about customer service and thrive in a collaborative environment, we’d love to hear from you.

You’ll be based between our Raynesway (Derby) and STC (Coventry) site. You’ll work within our Smart Metering Team. With this being such a critical role, we’re looking for someone who can join us 37 hours a week, working Monday - Friday.

Responsibilities

• Be the first point of contact for smart metering customers and deliver exceptional service.
• Manage customer communications and support complaint resolution.
• Conduct audits and contribute to campaigns and meetings.
• Build strong relationships with internal teams, contractors, and third parties to drive improvements and promote smart metering benefits.
• Collaborate with colleagues to ensure queries are resolved efficiently and accurately.

What we’re looking for

• Experience in a fast-paced, customer-focused environment.
• Proven ability to manage customer cases and deliver tailored support.
• Familiarity with SAP, Target, and GIS is desirable; comfortable using Microsoft Excel and working with multiple stakeholders.
• Creative, self-motivated, and passionate about delivering excellent customer service.
• Detail-oriented, adaptable, and able to solve problems with initiative.
• Strong communication and interpersonal skills; able to work independently and as part of a team.
• Well-organised, resilient under pressure, and committed to continuous improvement for the customer experience and the wider business.
• Character, positivity, and a caring attitude; we value diversity and inclusion.

Benefits

• 25 days holiday + bank holidays (ability to buy/sell up to 5 days per year)
• Annual bonus scheme (up to £1,500, subject to eligibility)
• Family-friendly policies (including a year of fully paid maternity and adoption leave)
• Leading pension scheme – employer contribution matching up to 15% when you contribute 7.5%
• Sharesave – option 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

How to apply

We can’t wait to hear from you! Have an updated CV ready and spare five minutes to apply. We’ll inform you of the outcome after the closing date; please monitor your phone and emails for updates.