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Customer Flooding Performance Specialists

2 weeks ago

Birmingham, Birmingham, United Kingdom SEVERN TRENT Full time

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.

If you want to do more, because you care, we want you on our team.

EVERYTHING YOU NEED TO KNOW

Join us in making a real difference to our customers by leading the charge against flooding challenges across the county as our new Flooding Performance Specialist.

As a Flooding Performance Specialist, you'll take ownership of confirmed flooding incidents, drive C-Mex performance and ensure every customer feels valued by proactively resolving service issues and reducing complaints. Your expertise will help identify risk 'hot spots' in real time, enabling bespoke investigations and preventative action to stop flooding before it happens.

In this role, you'll champion a zero-repeat culture, ensuring right-first-time solutions and providing expert insight into Flooding ODI metrics to shape impactful decisions. You'll work closely with response teams, offering live guidance and visiting sites where possible to manage risks swiftly and effectively. Collaboration is key, as you'll partner with cross-functional teams to raise the bar for operational excellence and customer performance.

This position includes participation in a regional standby rota, operating 24/7, 365 days a year, with flexibility to work across different regions as needed.

Other key accountabilities include:

  • Lead real-time verification and management of confirmed flooding incidents, ensuring full ownership during initial visits to prevent repeat issues.
  • Own Internal and External Flooding ODI reporting for your area, delivering accurate, real-time insights that drive performance improvements.
  • Champion a zero-repeat culture, implementing right-first-time solutions to protect customers and achieve industry-leading ODI targets.
  • Provide expert technical guidance to Reactive Sewerage Services (RSS) crews, enabling effective responses and outstanding customer care.
  • Manage the flooding portfolio within your geographic area, coordinating next steps and cross-team collaboration with customer needs at the heart.
  • Drive continuous learning and best practice sharing, stepping in to resolve escalated flooding issues and influencing short-term investment decisions.

WHAT WE'RE LOOKING FOR

We're looking for someone with deep knowledge of the Wastewater Network and hands-on operational experience, combined with a strong grasp of the regulatory framework around flooding and ODI performance commitments. You'll bring proven customer-facing skills, with the ability to resolve complex issues while delivering exceptional service. Confidence in working with data and applying structured problem-solving techniques is key, alongside the ability to think strategically and translate insights into clear, actionable plans.

You'll thrive in a fast-paced environment, managing multiple priorities with excellent organisational skills and a proactive mindset. Collaboration is at the heart of this role, so you'll need to work effectively across diverse teams, communicate clearly at all levels, and challenge constructively when needed. Creativity and innovation are essential, as is a passion for continuous improvement, always seeking smarter, safer ways to deliver outstanding outcomes for customers and teams.

You must hold a full UK driving license.

Skills and experience are important, but character, positivity, and a caring attitude matter too. We welcome and celebrate diverse individuals, knowing they help us better serve our communities. We seek people who get involved, want to be part of something bigger, and make a difference because they care.  

HOW WE'LL REWARD AND CARE FOR YOU

It's not just a job; it's a career. We offer benefits that reward great work and award-winning training to help you reach your potential. Plus, you'll contribute to the environment and community too. Here are some of our favourites:

  • 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, which is subject to eligibility)
  • Family-friendly policies (including a year off fully paid maternity and adoption leave)
  • 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
  • Two paid 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.