Customer Experience Leader

2 months ago

Derby, Derby, United Kingdom Severn Trent Full time
About the Role

We are seeking a highly skilled and experienced Customer Manager to join our team at Severn Trent. As a Customer Manager, you will be responsible for leading teams of customer service professionals and ensuring that our customers receive the highest level of service.

Key Responsibilities
  • First-line responsibility for looking after our customers – both personally and through your Team Managers and their Team members
  • Day to day coordination of your teams, including ensuring your Team Managers have the right support and tools to prioritise work
  • Helping your teams by dealing with manager escalations through both phone and email
  • Monitoring and maintaining call & email handling times in line with expectations
  • Monitoring any complaints to ensure awesome resolutions within the agreed timescales
  • Identify and develop best practices approaches, tools and techniques that the wider business can use
  • Attend weekly meetings with your colleagues to drive performance, empowerment and accountability
  • Identifying where other teams need assistance and helping to reassign resource if needed
  • Ability to identify exceptional behaviours and talent in others
  • From time-to-time working on specific projects to move the business forward that either you have suggested or that you're passionate about
What You'll Bring to the Role

We're looking for someone who is passionate about delivering an outrageously amazing customer experience. You'll need to be willing to go to the ends of the earth to keep our customers impressed and excited. Customer service is vigorous and can be tough, so you'll need to be able to deal with challenging situations and empathise with customers who are facing complex problems.

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 perks that you'll get being part of the Severn Trent family:

  • Salary - £, - £, (dependant 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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