Customer Support Specialist
4 weeks ago
We’re in the top 5% of utility companies worldwide when it comes to employee engagement and ranked as a Top 50 UK Employer on Glassdoor. Join us in making 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.
Join us in making a real difference to our customers by leading the charge against flooding challenges across the county as our new Flooding Performance Specialist .
As a Flooding Performance Specialist, you’ll take ownership of confirmed flooding incidents, drive C-Mex performance and ensure every customer feels valued by proactively resolving service issues and reducing complaints. Your expertise will help identify risk ‘hot spots’ in real time, enabling bespoke investigations and preventative action to stop flooding before it happens.
You’ll work closely with response teams, offering live guidance and visiting sites where possible to manage risks swiftly and effectively. Collaboration is key, as you’ll partner with cross-functional teams to raise the bar for operational excellence and customer performance.
This position includes participation in a regional standby rota, operating 24/7, 365 days a year, with flexibility to work across different regions as needed.
Own Internal and External Flooding ODI reporting for your area, delivering accurate, real-time insights that drive performance improvements.
Provide expert technical guidance to Reactive Sewerage Services (RSS) crews, enabling effective responses and outstanding customer care.
Drive continuous learning and best practice sharing, stepping in to resolve escalated flooding issues and influencing short-term investment decisions.
We’re looking for someone with deep knowledge of the Wastewater Network and hands-on operational experience, combined with a strong grasp of the regulatory framework around flooding and ODI performance commitments. You’ll bring proven customer-facing skills, with the ability to resolve complex issues while delivering exceptional service. Confidence in working with data and applying structured problem-solving techniques is key, alongside the ability to think strategically and translate insights into clear, actionable plans.
You must hold a full UK driving license.
We welcome and celebrate diverse individuals, knowing they help us better serve our communities. We offer benefits that reward great work and award-winning training to help you reach your potential. Plus, you'll contribute to the environment and community too. 28 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
~ Annual bonus scheme (of up to £2,250, which is subject to eligibility)
~ Family-friendly policies (including a year off fully paid maternity and adoption leave)
~ 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
~ We'll let you know the outcome after the closing date, so keep an eye on your phone and emails.
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Customer Flooding Performance Specialists
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