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Customer Experience Leader

1 month ago

Derby, Derby, United Kingdom Severn Trent Full time

Customer Experience Leader

We are seeking a Customer Experience Leader to join our team at Severn Trent. As a Customer Experience Leader, you will be responsible for delivering an outrageously amazing customer experience.

You will lead teams of customer service representatives, ensuring they have the necessary tools and support to provide exceptional customer service. You will also be responsible for monitoring and maintaining call and email handling times, as well as identifying and developing best practices approaches, tools, and techniques that the wider business can use.

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.

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