Waste Customer Resolution Lead (6-Month Contract)

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

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.