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Customer Experience Leader

1 month ago

Leicester, Leicester, United Kingdom Severn Trent Full time

Company Overview



At Severn Trent, we're committed to delivering an outstanding customer experience. As a Team Manager, you'll be at the heart of our Customer Hub, leading teams of great people who strive to make a difference.

Salary



We offer a competitive salary of £45,000 - £55,000 per annum, depending on experience, with a company pay increase each year. You'll also receive a range of benefits that recognise great work and help you reach your potential.

Job Description



As a Team Manager, you'll be responsible for leading a team of water specialists in our contact centre in Leicester. Your key responsibilities will include:

  • Day-to-day coordination of your team, including prioritisation of work and scheduling
  • Helping the team by dealing with customer escalations through phone and email
  • Monitoring and maintaining call handling times in line with expectations
  • Identifying opportunities for improvement in day-to-day processes and team organisation


Required Skills and Qualifications



We're looking for experienced people leaders who are enthusiastic, positive, and committed to driving our customer experience ambitions. You'll need to be willing to go to the ends of the earth to keep our customers impressed and excited. We value diverse minds, experiences, and backgrounds, which help us learn and better serve our communities.

Benefits



As part of the Severn Trent family, you'll enjoy a range of benefits, including:


  • A competitive salary and company pay increases
  • Days holiday + bank holidays (with the ability to buy/sell up to 5 days per year)
  • Annual bonus scheme (of up to £10,000 per annum based on company performance)
  • Leading pension scheme – we'll double your contribution (up to 10% when you contribute 5%)
  • 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