Team Leader

Severn Trent Plc; Shrewsbury; On-site; GBP 42,000 - 54,000; Full time

Benefits offered by this job

25 days holiday

Annual bonus scheme

Pension scheme (double match)

Sharesave

Academy training

Electric vehicle scheme

Family friendly policies

Volunteering days

Job summary

Severn Trent Plc in the United Kingdom is seeking a Leakage Team Leader to manage and motivate a team, drive performance and deliver outstanding customer service while meeting targets. Based in our Shelton office and operating Monday–Friday 08:00–17:00, you will coach colleagues and collaborate with senior leaders to refine processes.

You will strive to foster a customer-first culture, lead change and ensure team engagement with the company vision.

Qualifications

• Experience in leading teams to meet targets and improve performance.
• Strong coaching and people management skills.
• Customer-centric mindset with focus on service quality.
• Ability to plan, prioritise and resolve work in a target-driven environment.

Responsibilities

• Lead a team to deliver high-quality customer service.
• Provide regular coaching and performance feedback.
• Work with senior leaders to drive process improvements.
• Manage and resolve customer issues and escalations.

Skills

Leadership

Coaching

Customer service

Decision making

Negotiation

Job description

Hello. We are Severn Trent and we think water is wonderful. And we are pretty keen on people too.

24 hours a day, 365 days a year we serve 4.8 million households and business across the heart of the UK. Each cuppa drank, each toilet flushed is only possible because of the brilliant team members working across our patch.

We welcome people from all walks of life and celebrate individuality. We know diverse minds, experiences and backgrounds help us to learn and better serve our customers and the communities where they live.

If you want to do more because you care, we do love to talk to you. There really is something for everyone here.

Here at Severn Trent we take pride in knowing we come to work each day and help make a difference to our customers, working together with our colleagues to solve problems as soon as we can.

OurLeakage Team Leaderrole sits at the heart of this value with the opportunity to really make a difference to our customers.

EVERYTHING YOU NEED TO KNOW

We are looking for a Team Leaderin our Leakagedepartment that is responsible for managing and motivating both team and individual performance, ensuring all of our customer focused targets are achieved. Provide regular performance feedback to team members using coaching techniques.

We are looking for aTeam Leaderwho can inspire andmotivatea team of colleagues to deliveroutrageously greatcustomer service while achieving challengingperformance targets.

You will be based in our modern office at Shelton (SY3), where we currently operate Monday-Friday 08:00-17:00.

You will be responsible for

• Delivering effective and efficientcoaching,developingcolleagues to perform at their best.
• Collaboratingwith Senior Leaders and peers within this area of the business.
• Driving process refinement to enhance customer experience.
• Positively influencing your team to embrace change.

WHAT YOU'LL BRING TO THE ROLE

• Ensure that your team delivers best in class customer service and operates with a customer centric mindset, taking individual responsibility for following through and owning the experience for the customer.
• Drive and deliver exceptional team performance across all the measurable key performance indicators in an efficient and effective manner.
• Encourage a culture of learning and development and ensure colleagues are given appropriate levels of coaching, support, and, where required, utilising performance management tools.
• Drive a growth mindset and customer first culture to deliver quality interactions with our customers.
• Demonstrate role model and leadership behaviours to engage, create and maintain a positive and supportive team culture.
• Ensure that all their colleagues are fully informed and engaged with the delivery of the vision/goals for their team.
• Monitor and utilise relevant performance data to promote and drive continuous improvement to "raise the bar" in performance.
• Lead the way, working with stakeholders, to drive change and continuous improvement to create great customer, and colleague, experiences.

You will need to be a confident negotiator; skilled in making decisions and dealing with customer issues.

Having the ability to think objectively to plan, prioritise and resolve work in the most effective way possible while working in a demanding target driven environment and managing jobs through until completion, share learnings across wider field teams and deal with customer escalations and complaints where required is what we are looking for.

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 want people who show up and get involved. Those who are ready to be part of something bigger and who want to make a difference because they care.

WHAT'S IN IT FOR YOU

Working here isn’t just a job. You can build a career at Severn Trent. We will 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 will 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 favourites' 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 £1,500 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