Retail and Customer Services Team Leader

Business Unit : Customer Solutions

Division : CS CC Customer Performance

Pay Grade Level : Level 1 - Customer / Operational Frontline

Post end date : 17-Dec-24

Salary Range £32,501.41 - £36,768.20

Role Type : Full Time Contract

Secondment length : NA

Recruiter : Daniel McCormack

Manager Name : Sue Farrow

Hello. We’re Severn Trent and we think water is wonderful. And we’re pretty keen on people too.

24 hours a day, 365 days a year we serve 4.8 million households and business across the heart of the UK. Each cuppa drank, each toilet flushed is only possible because of the 7,000 brilliant team members working across our patch

We welcome people from all walks of life and celebrate individuality. We know diverse minds, experiences and backgrounds help us to learn and better serve our customers and the communities where they live.

If you want to do more because you care, we’d love to talk to you. There really is something for everyone here.

Here at Severn Trent we take pride in knowing we come to work each day and help make a difference to our customers, working together with our colleagues to solve problems as soon as we can.

Our **Team Leader** role sits at the heart of this value with the opportunity to really make a difference to our customers.

**EVERYTHING YOU NEED TO KNOW**

We’re looking for a Team Leader to Manage and motivate both team and individual performance, ensuring all of our customer focused targets are achieved. Provide regular performance feedback to team members using coaching techniques.

We’re looking for a Team Leader can, inspire, and motivate a team of colleagues to deliver best in class customer service while achieving challenging performance targets.

Delivering effective and efficient coaching, developing colleagues to perform at their best. Collaborating with Senior Leaders and Peers within Customer Solutions, and the wider business, to meet both Wholesale Market Unit and Company goals and vision.

You’ll be based in our modern site in **Raynesway Derby**, where you’ll work **Monday-Friday 08:00-16:00** and be able to park for free or get to with ease.

**WHAT YOU’LL BRING TO THE ROLE**

Ensure that your team delivers Best in Class customer service and operates with a customer centric mindset, taking individual responsibility for following through and owning the experience for the customer.

Drive and deliver exceptional team performance across all the measurable key performance indicators in an efficient and effective manner.

Encourage a culture of learning and development and ensure Colleagues are given appropriate levels of coaching, support, and, where required, utilising performance management tools.

Drive a Think Customer Right First-Time culture to deliver quality interactions with our customers. Demonstrate role model and leadership behaviours to engage, create and maintain a positive and supportive team culture.

Ensure that all their Colleagues are fully informed and engaged with the delivery of the vision/goals for their team and Wholesale Market Unit.

Monitor and utilise relevant performance data to promote and drive continuous improvement to “raise the bar” in performance. Lead the way, working with Stakeholders, to drive change and continuous improvement to create great customer, and colleague, experiences.


You’ll need to be a confident negotiator; skilled in making decisions and dealing with customer issues.

Having the ability to think objectively to plan, prioritise and resolve work in the most effective way possible while working in a demanding target driven environment and managing jobs through until completion, share learnings across wider field teams and deal with customer escalations and complaints where required is what we are looking for.

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 want people who show up and get involve. Those who are ready to be part of something bigger and who want to make a difference because they care.

**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's perks that you’ll get being part of the Seven Trent family:

- 25 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
- Competitive Salary of £32,501.41 - £36,768.20
- Annual bonus scheme (of up to £1,500 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
- 10% monthly discount with Busy Be