Smart Metering Customer Support Advisor

SevernTrentLife; East Midlands; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading utility company in the East Midlands is seeking a Smart Metering Customer Support Adviser to provide exceptional service to customers. You will manage communications, resolve complaints, and support internal teams. Ideal candidates have experience in customer service, strong communication skills, and familiarity with systems like SAP. This role offers opportunities for personal development and a range of benefits, including generous holiday entitlement and an annual bonus scheme.

Benefits

25 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

Qualifications

• Experience in a fast-paced, customer-focused environment.
• Ability to manage customer cases and deliver tailored support.
• Strong interpersonal skills and ability to work independently.

Responsibilities

• First point of contact for smart metering customers.
• Manage customer communications and support complaint resolution.
• Build relationships with internal teams and contribute to campaigns.

Skills

Customer service

Communication skills

Problem-solving

Teamwork

Tools

SAP

Microsoft Excel

GIS

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.

What we’re looking for

To succeed in this role, you’ll need experience working in a fast-paced, customer-focused environment. You’ll have a proven ability to manage customer cases and deliver tailored support. Familiarity with systems such as SAP, Target, and GIS is desirable, as is confidence using Microsoft Excel and working with multiple stakeholders.

We’re looking for someone who is creative, self-motivated, and passionate about delivering excellent customer service. You’ll be detail-oriented, adaptable, and able to think on your feet to solve problems. Strong communication and interpersonal skills are essential, along with the ability to work both independently and as part of a team. You’ll be well-organised, resilient under pressure, and committed to continuous improvement—for both the customer experience and the wider business.

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'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:

• 25 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
• Annual bonus scheme (of up to £1,500, 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

We can't wait to hear from you! Have an updated CV ready and spare five minutes to apply. We'll let you know the outcome after the closing date, so keep an eye on your phone and emails.