Waste Customer Resolution Specialist

Severn Trent Water; Coventry; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Annual bonus

Pension scheme (double contribution)

Sharesave

Training and development

Electric vehicle scheme

Family friendly policies

Two volunteering days per year

Job summary

Severn Trent Water is seeking a Waste Customer Resolution Case Coordinator based at our headquarters in Coventry on a 6-month contract. The role focuses on escalated customer issues across the region, with a strong emphasis on a customer-first mindset and delivering great service to meet Cmex targets.

You will manage end-to-end processes for customers on our private service, coordinate with COSC, Network Control and Field teams, and drive improvements through data-led insights.

Qualifications

• Customer-facing experience, handling queries, escalations and sensitive cases.

Responsibilities

• Identify and address areas of potential customer dissatisfaction with plans to improve.
• Be a real-time empowered decision maker to drive customer resolution and experience.
• Oversee end-to-end process for customers using our private service offer, ensuring smooth, customer-friendly journeys and documenting improvements.
• Contact customers on the private service offer, discuss payment options and record conversations for service quality.
• Monitor a customer inbox for queries where a private company has diagnosed a shared issue, support reimbursements and drive operational performance.
• Lead continuous improvement across private services, sharing updates with the wider business.

Job description

Severn Trent Water is seeking a Waste Customer Resolution Case Coordinator based at our headquarters in Coventry on a 6-month contract. The role focuses on escalated customer issues across the region, with a strong emphasis on a customer-first mindset and delivering great service to meet Cmex targets.

You will manage end-to-end processes for customers on our private service, coordinate with COSC, Network Control and Field teams, and drive improvements through data-led insights.