Contact Centre Operations Leader

We’re Severn Trent and we think water and people are wonderful

24 hours a day, 365 (sometimes 366) days a year we serve 8 million people across the heart of the UK. Each cuppa drank, and toilet flushed is only possible because of the 6,500 brilliant people working across our patch.

This role is vital to the service we deliver those 8 million customers, and we think you’d love it.

**EVERYTHING YOU NEED TO KNOW**

We’re looking for a** Contact Centre Operations Leader **to join our customer service leadership team to shape and drive a first-class experience for all of our customers.

How our customers want to engage with us has changed over the years and we have invested significantly into our contact channels and customer journeys to ensure they are providing what our customers deserve, the best experience possible.

As we continue to evolve our multi-channel operation; we are passionate about developing our customer service teams to be truly best in class and market leading - this role will play a huge part in helping us achieve that goal.

This role will see you lead and inspire a large, service orientated, multi-site team of over 200 staff based across two of our sites (Pride Park in Derby and Shelton in Shrewsbury). Based on your role and the important interface with your team you will be required to travel between these two locations.

If you’re looking for a new senior leadership role for a FTSE 100 with a clear passion to inspire your teams to deliver a first-class customer experience, this could be the right role for you.

**WHAT YOU’LL BRING TO THE ROLE**

Your knowledge and enthusiasm, not to mention your communication skills, will inspire an appetite to create a high performing, curious and innovative team.

From senior leadership to operational team members, you’ll be able to show the benefit of great leadership across a multi-channel and multi-site contact centre environment.

You will bring the focus and experience to develop robust data driven business plans to drive our operational priorities and achieve our key performance indicators and service level agreements.

This role is fundamental to our colleagues & customers. We are always striving to deliver great service and be the best at what we do.

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 involve. Those who are ready to be part of something bigger and who want to make a difference because they care. Is that you?

**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:

- Competitive Salary
- 31 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
- Annual bonus scheme (of up to 20% of salary dependent 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 Bee Nurserys, and one-week free childcare
- Dedicated training and development with our ‘Academy’
- Private medical cover, life assurance, income protection and personal accident cover
- Electric vehicle scheme and retail offers
- Family friendly policies
- Two volunteering days per year

This role will be predominantly based in Derby but regular travel will be required to Shrewsbury.

**WHAT’S NEXT**

**We can’t wait to hear from you.**

If your curiosity has been piqued and you're wanting to find out even more, search **#LifeAtSevernTrent** on social media.