Customer Resolution Manager

At Severn Trent, our people are at the heart of everything we do. We’re in the top 5% of utility companies worldwide when it comes to employee engagement and ranked as a Top 50 UK Employer on Glassdoor. Join us in making a positive impact on the environment and our communities, while being valued and supported in a truly inclusive workplace. We want you to do more, because you care. Everything you need to know Waste Networks is an exciting and fascinating area of the business which has gone through large scale transformation in recent years. However, as a business we are driven by constantly improving performance and we strive to really embed a ‘Customer First’ mindset, ensuring our customers get a great service and that we achieve our customer experience aspirations as a Company. We hope that you are a great leader who demands excellent Customer experiences and the delivery of the promises we make. We want you to drive improvement by bringing together all parts of the Customer Journey by working across teams to resolve any customer issue, which means you are responsible for driving excellent telephony complaint handling and supporting our front line teams to deliver first contact resolution. Key responsibilities Accountable for the waste C-Mex and customer metrics performance for your region. You will need to use your influence and drive to ensure that all parts of the WINS operations pulls together to guarantee we deliver our customer promises and where we don’t have clear actions in place to manage this. Responsible for leading and coordinating the relationship and operating rhythm between COSC, Network Control, Field Teams and our partners to ensure that we have the right preventative steps in place to manage customer dissatisfaction and quality feedback process is in place. Responsible for leading customer management within the Customer Management Centre before, during and after incidents, such as wet weather. You will use multiple channels to be proactive in managing customer promises; from web message and social media content, to agreeing customer promise timescales (SLAs) changes to manage customer expectation. Attend various performance meetings to present customer performance data and plans. You will be a continuous improvement champion and support a culture of learning and development to ensure all colleagues contributing and impacting the customer experience are appropriately trained, coached, managed and engaged. Working with our partners, ensure the correct prioritisation of customer work whilst being accountable and empowered to make decisions to resolve issues for customers, taking into account the whole experience and scenario. This includes being the control point for making decisions of when we should help customers in vulnerable circumstances. Day to day, you will be accountable for managing customers that have been identified as needing your support and be a point of contact to answer technical enquiries or escalations from customers. This would include case management of customers who have been internally flooded and pass ownership to Catchment leads where a longer term management plan is required. Providing a day to day point of contact for customers who are experiencing complex or ‘at risk’ waste issues to ensure they are kept up to date on progress, with investigation findings and resolution of issues. Accountable for driving dissatisfaction resolution with the county and field team by bringing all parties together to understand what is required to resolve the issue for the customer. You will escalade where these aren’t progressing and ensuring customers are kept informed. Advocate our Customer First strategy and work to deliver our 9 goals. You will help shape and deliver the future of customer management within Waste Network Ops and the WINS model. Support wider improvements across Waste Network Operations by advocating the voice of the customer and representing the customer team. Accountable for developing relevant performance data of their own and other teams insight to promote and drive continuous performance improvement through loop cells, comm cells and performance meetings. What we’re looking for We are looking for a candidate who has experience working in a Customer focused environment with proven success in delivering a positive customer experience in a customer facing role. This will be demonstrated by having customer handling skills with the ability to build rapport and trust in a professional manner in often emotive and potentially difficult situations or with dissatisfied/angry customers. We would also expect you to have knowledge of the waste infra networks operational business, so that you can confidently communicate and translate technical terminology and information effectively to customers. The right skills and experience are important. But if you have the right character, positivity, and a caring attitude we want to talk to you too. 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 want people who show up and get involved. Those who are ready to be part of something bigger and who want to make a difference because they care. How we’ll reward and care for you Working here isn’t just a job. You can build a career at Severn Trent, and 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. Salary: From £44,021.25 - up to £55,079.39 dependant on experience 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 Let’s go We can’t wait to hear from you Have an updated CV ready and spare five minutes to apply. We'll let you know the outcome after the closing date, so keep an eye on your phone and emails. #J-18808-Ljbffr