Sustainability-Focused Customer & Developer Services Lead

Severn Trent; Coventry; On-site; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Holiday allowance

Car allowance

Annual bonus

Pension scheme

Family leave

Sharesave

Academy training

EV scheme

Volunteer days

Job summary

ST Connect is seeking a Customer & Developer Services Manager to shape and enhance the end-to-end customer and developer experience. You will lead high-performing teams to deliver outstanding service, drive operational excellence and support sustainable business growth.

You will oversee Customer Services, Developer Services, regulatory engagement, contractor performance, vulnerability considerations, and asset adoption.

Qualifications

• Significant experience operating with autonomy at a senior management level within a regulated utility or similarly complex environment.
• Strong track record of leading multi-disciplinary teams and delivering service improvements and cross-functional transformation.
• Experience engaging with stakeholders and regulators, influencing senior leaders, and representing the organisation externally.

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 presenting regulatory or reputational risk.
• Evaluate design-and-build submissions for wastewater network assets.
• Act as deputy to the Head of Connect, ensuring leadership continuity and operating across all customer and developer service functions.
• Own and deliver strategic improvement plans that support growth, regulatory performance, and operational efficiency.
• Lead across Customer Services, Developer Services, Operations, Asset Management and Commercial teams.
• Set and continuously improve the end-to-end customer and developer service model.

Skills

Senior leadership

Regulatory engagement

Stakeholder engagement

People management

Job description

ST Connect is seeking a Customer & Developer Services Manager to shape and enhance the end-to-end customer and developer experience. You will lead high-performing teams to deliver outstanding service, drive operational excellence and support sustainable business growth.

You will oversee Customer Services, Developer Services, regulatory engagement, contractor performance, vulnerability considerations, and asset adoption.