Customer Experience Leader

2 months ago

Leicester, Leicester, United Kingdom Severn Trent Full time

About the Role

We are seeking an experienced Customer Experience Leader to join our team at Severn Trent. As a key member of our Customer Hub, you will be responsible for leading a team of water specialists and delivering an outstanding customer experience.

Key Responsibilities

  • Day-to-day coordination of your team, including prioritization of work and scheduling
  • Helping the team by dealing with customer escalations and identifying opportunities for improvement
  • Monitoring and maintaining call and email handling times in line with expectations
  • Monitoring complaints and ensuring awesome resolutions within agreed timescales
  • Identifying opportunities for process improvement and implementing cutting-edge ideas
  • Working collaboratively with peers to drive performance and supporting other teams as needed
  • Developing and implementing training programs to enhance team performance

What You'll Bring to the Role

We are looking for an experienced people leader who is enthusiastic, positive, and committed to driving customer experience ambitions. You will need to be flexible, adaptable, and willing to go above and beyond to deliver exceptional results.

What's in It for You

As a Customer Experience Leader at Severn Trent, you will have the opportunity to build a career with a leading water company. We offer a range of benefits, including a competitive salary, annual bonus scheme, leading pension scheme, and dedicated training and development programs.

Company Benefits

  • Competitive salary of between £, - £, (dependent on experience)
  • Days holiday + bank holidays (and the ability to buy/sell up to days per year)
  • Annual bonus scheme (of up to £, per annum based on company performance)
  • Leading pension scheme – we will double your contribution (up to % when you contribute ;
  • 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 (including, a year off fully paid maternity and adoption leave)
  • Two volunteering days per year

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