Resolution Manager

1 week ago

London, Greater London, United Kingdom Severn Trent Water Full time

Hello. We're Severn Trent and we think water is wonderful. And we're 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 7,000 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'd 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. Our Resolution Manager role sits at the heart of this value with the opportunity to really make a difference to our customers. EVERYTHING YOU NEED TO KNOW Do you take pride in your ability to drive and deliver exceptional team performance? Do you have proven inspirational leadership skills to engage and influence teams to deliver a best in class customer service? Are you able to liaise and influence multiple stakeholders at a time and thrive under pressure, particularly in dynamic and changing environments? Then this Resolution Manager role is for you Based out of our fab site at Raynesway, Derby with some travel to our head office in Coventry plus other sites across our patch, you'll be part of our highly engaged Metering Team. As a Resolution Manager you will Inspire and motivate a team of colleagues to deliver a Best-in-Class customer service. Delivering effective and efficient coaching , developing colleagues to perform at their best ensuring that we reduce escalations and complaints to drive a 'right first time' approach. You'll be the face of our metering team, showcasing what we are doing to drive and improve our CMEX and Complaint volumes. Providing insights into the root causes for queries, escalations and complaints to drive continuous improvement to "raise the bar" for our Customer Journeys and Colleagues. You'll be liaising with various internal and external parties therefore having great communication skills is key to enable exceptional stakeholder management. Working collaboratively with our senior leaders and peers within metering and the wider business to provide insight aligned to our governance framework for escalations and complaints, to meet both our metering and company goals. What You'll Bring To The Role For this role we are looking for you to have experience working in customer centric related roles, with a passion and proven track record of leading, developing and motivating teams with high levels of energy, drive and initiative to deliver fantastic customer experiences. You'll have the ability to think objectively to plan, prioritise and resolve work in the most effective way possible, within a fast and demanding environment, with the ability to meet targets, objectives, and timescales with a strong track record influencing and building strong relationships quickly with both internal and external stakeholders Working within strong operational teams across Metering and the wider business. Of course, it's important that we attract the right skill sets, and those with the right experience but we value character, positivity and a caring attitude in equal weight. We want people who show up and roll their sleeves up. Restless spirits who are ready to be part of something bigger, who care... because when you really care, you'll go above and beyond. When you really care, you do more than just talk about it, you'll make it happen and deliver on time. We welcome people from all walks of life and celebrate individuality as we know diverse minds, experiences and backgrounds help us to learn and better serve our communities. We employ thousands of people from across our community who really care about what they do. Because that is how we do what we do. And when it comes to inclusion, we're making sure we keep up the progress with our wonderful working groups – LGBTQ+, Women in Operations & STEM, Disability and Ethnicity, who help us do just that. We do more because we 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 Seven Trent Family
  • 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 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
What's Next We can't wait to hear from you. Before you apply, you'll need an updated copy of your CV and about five minutes to spare. And if your curiosity has peaked and you're wanting to find out even more, search on social media. Ps. we'll always let you know the outcome of your application after the closing date - so keep an eye on your phone and emails#J-18808-Ljbffr

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