Waste Customer Resolution Case Coordinator

Severn Trent Water; Coventry; On-site; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Annual bonus scheme

Pension scheme (leading)

Sharesave

Academy training

Electric vehicle scheme

Family friendly policies

Volunteering days

Job summary

Severn Trent Water is seeking a Waste Customer Resolution Case Coordinator to cover escalated customer issues across the region from our Headquarters in Coventry. The role is a 6-month contract with a strong emphasis on a customer-first mindset and resolving problems efficiently.

You will drive real-time decisions, ensure timely customer communication, and support cross-functional teams to improve service delivery.

Qualifications

• Experience dealing with customer queries, escalations and sensitive cases.
• Ability to manage end-to-end processes for private service offers.
• Ability to document interactions in corporate systems and ensure timely resolutions.

Responsibilities

• Identify root causes of customer dissatisfaction and plan improvements.
• Manage and own cases needing support; be point of contact for technical enquiries.
• Oversee end-to-end journey for private service customers; document processes and share improvements.
• Contact customers under the private service offer; discuss payments and options to reach solutions.
• Monitor inboxes; respond to queries and advocate for the customer.
• Drive continuous improvement across private services and align with business policies.

Skills

Customer facing

Escalations handling

Communication

Case management

Tools

SAP

Job description

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Waste Customer Resolution Case Coordinator

At Severn Trent, our people are at the heart of everything we do.We’rein the top 5% of utility companies worldwide for employee engagement, andwe’reequally proud of our strong Glassdoor score — reflecting how much our peopleloveworking here.

Join us to make 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.

LET'S TELL YOU MORE

As a Waste Customer Resolution Case Coordinator your role will be covering escalated customer issues across our whole region and be based out of ourHeadquarters in Coventry.We would be looking for you to have a great ‘Customer First’ mindset, ensuring our customers get a great service and that we achieve our company Cmex targets.

This role is on a 6 month contract.

The below objectives are key to succeeding in this role.

• Identifying areas of potential Customer dissatisfaction and intervenes to get them resolved.
• Is a real time highly empowered decision maker to drive customer resolution and experience.
• Ensure and assure meaningful and timely customer communication is done.
• Provide full visibility and drive customer performance across waste for specific areas/counties.
• Overall area lead and collaborator for customer promise and resolution management within the Customer Management Centre, working with COSC, Network Control and Field teams whenever needed.
• Identify and deliver improvement plans and suggestions based on data and insight.
• As a role model you will set the standard by case managing highly impacted Customers, or those with complex individual needs, to ensure they get the right resolution and with a great Customer experience.
• Reduce the need for service recovery interventions by taking a preventative customer management approach with fast decision making, providing tailored customer management and support on a case by case scenario.

WHAT WE’RE LOOKING FOR

It would be key for this role for you to have customer facing experience, this would mean working in a role that deals heavily with customer queries, escalations and sensitive cases.

Your key accountabilities in delivering for this role would be:

• You will have a clear understanding of the root cause of customer dissatisfaction we receive and have plans to make improvements.
• Day to day, you will be accountable for managing and owning customers that have been identified as needing your support and be a point of contact to answer technical enquiries or escalations from customers. This would include case management of customers who fall under our previously told private process.
• Responsible for the end-to-end process for customers who take up our private service offer, ensuring the journey runs smoothly, is customer friendly and efficient. You will document and update the agreed process, whilst reviewing this for improvements. You will use your network to ensure the process is shared and understood.
• Responsible for contacting customers who have opted for our private service offer, processing payments and/or discussing payment options with them and finding a suitable solution. You will record all customer conversations on Target/CMP and SAP and will use your experience of talking to customers to deliver a 10/10 service.
• You will monitor and own a customer inbox responding to customer queries where a private company has diagnosed the issue as shared. Supporting the customer, ensuring reimbursement of invoice costs and driving operational performance whilst advocating for the customer.
• Responsible for continuous improvement across the private services we offer, taking ownership of delivering improvements to our processes and policies. You will support the wider business with understanding and adhering to these.

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.

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. And we’ll 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 favourite's perks that you’ll get being part of the Severn Trent family:

• Annual bonus scheme (of up to £2,250, which is subject to eligibility)
• 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 paid volunteering days per year