Subject Matter Expert

Severn Trent Water; Coventry; On-site; GBP 29,000; Full time

Job summary

A leading water utility company in England is seeking a Subject Matter Expert to manage critical customer issues and improve water quality. This role is full-time and offers a salary of £28,941.10 with additional benefits, including a company bonus and generous leave policy. Ideal candidates will possess strong communication skills and be experienced in managing incidents effectively.

Benefits

Annual company bonus of up to £1,500

33 days leave per year

10% Monthly discount with Busy Bee Nursery

Flexible benefits scheme

Leading pension scheme

Free parking on-site

Income protection

Severn Trent shares scheme

Family-friendly policies

Life insurance of 6 times salary

Health fund for medical treatment

Qualifications

• Ability to manage high impact customer issues requiring specialist knowledge.
• Experience in driving understanding of Water Quality within frontline teams.
• Strong communication skills for explaining regulatory processes to customers.

Responsibilities

• Manage critical elements of ODI focus related to customer issues.
• Liaise with STW teams to progress complex water quality issues.
• Drive change in the department through efficient processes.

Skills

Expert knowledge of business processes

Strong communication skills

Ability to manage critical incidents

Understanding of Water Quality

Job description

Overview

Severn Trent is seeking a Subject Matter Expert to join our team. Role details include Pay Grade Level: Level 1 - Customer / Operational Frontline, Post end date: 07-Oct-25, Salary Range: £28,941.10, Role Type: Full Time Contract. We serve 4.8 million households and businesses across the heart of the UK, and we value diversity and inclusion across our workforce.

Our Subject Matter Expert role sits at the heart of our values, with the opportunity to make a real difference to our customers.

EVERYTHING YOU NEED TO KNOW

You will be working collaboratively across Severn Trent to deliver expert knowledge and insight into our customer process and business issues, driving a customer-centric focus to deliver improved customer experience through change. Undertaking specialist designated activity that requires higher technical skills, you will act as an escalation point and reference for your team, resolving their queries and supporting them to deliver influential drives to our company. You’ll also need to be able to manage the incident and event desk and monitor internal and external communications.

Responsibilities

• Key ownership and accountability to manage critical elements of ODI focus (Water Quality); managing high impact customer issues and actions which require specialist knowledge.
• Driving understanding and awareness of Water Quality within Front line contacts and liaising with STW teams to progress complex WQ issues
• Providing expert knowledge of business processes, products and procedures; customer requirements and priorities to shape change programmes – ensuring delivery of an efficient customer centric solution.
• Communicating with customers to explain business and regulatory processes and provide any advice required clearly and concisely.
• Continually driving and participating in the implementation of change within the department through lean processes.
• Exercising good judgment / balance in terms of the risk / impact to our customers, relative to the activity in hand, and to ensure compliance with statutory, regulatory and company standards at all times.

The right skills and experience are important. But if you have the right character, positivity and a caring attitude we want to talk to you, 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.

What you’ll bring to the role

Your key accountabilities in helping us on our journey will be:

• Key ownership and accountability to manage critical elements of ODI focus (Water Quality); managing high impact customer issues and actions which require specialist knowledge.
• Driving understanding and awareness of Water Quality within Front line contacts and liaising with STW teams to progress complex WQ issues
• Providing expert knowledge of business processes, products and procedures; customer requirements and priorities to shape change programmes – ensuring delivery of an efficient customer centric solution.
• Communicating with customers to explain business and regulatory process and provide any advice required clearly and concisely.
• Continually driving and participating in the implementation of change within the department through lean processes.
• Exercising good judgment / balance in terms of the risk / impact to our customers, relative to the activity in hand, and to ensure compliance with our statutory, regulatory and company standards at all times.

The right skills and experience are important. But if you have the right character, positivity and a caring attitude we want to talk to you, 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.

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. We’ll also help you play your part in looking after the environment and the communities where we live.

• Annual company bonus of up to £1,500
• 33 days leave per year - 25 days annual leave plus 8 days for bank holidays worked; you can buy another 5 days per year
• 10% Monthly discount with Busy Bee Nursery, and one week free child care
• Flexible benefits scheme including discounted goods and services
• Leading pension scheme – double your contribution (up to 15% when you contribute 7.5%)
• Free parking on-site
• Income protection covering half salary for up to five years if you are unable to work
• Severn Trent shares scheme, offering the opportunity to purchase discounted shares
• Family-friendly policies
• Life insurance of 6 times salary

And when it comes to your health, we’ve launched a health fund to help contribute to private medical treatment and we offer wellbeing support with free physio, mental health counselling and a virtual GP service.

What’s next

We can’t wait to hear from you. Before you apply, please provide an updated copy of your CV and a few minutes to spare. If you want to learn more, search #LifeAtSevernTrent on social media. We’ll let you know the outcome of your application after the closing date, so please monitor your phone and emails.