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Customer Support Lead

3 months ago

Derbyshire, United Kingdom Severn Trent Full time

Department:

Waste Network Ops Salary (£): £, - £, Customer Support Lead

Did you know the length of Severn Trent’s waste network would wrap around the world twice? Well, now you do.

It’s a big network, and a big responsibility. Every day million people from Scunthorpe to Stroud rely on us to bring them clean water at the turn of a tap and take away their waste in one flush.

From planning, to digging, to inspecting 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.

EVERYTHING YOU NEED TO KNOW  

As a Customer Support Lead ( month secondment) you will be the focal lead for all customer service-related aspects at a regional level. Responsible for resolving escalated issues, complaints and queries which may require face to face interaction with customers. Works alongside operational colleagues as the customers conscience, and ensuring that all customer commitments are met to help deliver a out of service for our customers across their end-to-end journey.

Your Primary role within the operational area, is ensuring customer requirements are understood and appropriate actions are in place to rectify the customer’s issue. Researching the job and customer history, understanding customer needs and communicating to operational team in order to facilitate a right first-time approach. 

WHAT YOU’LL BRING TO THE ROLE  

It would be key for this role for you to have customer facing experience, this would mean working in a role that deals heavily with customer queries, escalations and sensitive cases.

Your key accountabilities in delivering for this role would be:

Take accountability, own, and resolve customer wastewater complaints and customer dissatisfaction, by engaging with customers through relevant communication channels, which include face to face, phone call and email. Ensuring customer case management throughout journey until completion.

Ensure Customer contact is of a high standard and compliance to company policies and procedures and understand customer requirements and put in place appropriate next steps, follow on work, or mitigating actions in place to ensure we give the right customer outcome. 

Ensure all customer interactions are logged on our system in compliance with GDPR. 

Evaluates the situation and takes appropriate action to maximise customer satisfaction.

Agree GOGW and/or GSS compensation payments as applicable. 

A customer ambassador at site visits. Liaise with operational site personnel and our contract partners to agree the best course of action to resolve wastewater issues for the benefit of the customer.

Ensure Priority Services Register customers, and/or customers with additional needs are fully considered before, during and after work is carried out. Promote the benefits of the PSR to customers who are not currently registered. 

Understand area performance so customer expectations can be managed and ensure clear and concise information is given to customers and provide timely and accurate reports for customer performance management. 

Own weekly customer performance data and provide learnings for county level comm cells. 

Working with counties and support functions to improve our customer performance. 

Liaise with all departments, such as Planning & Scheduling, county, water and our contract partners to ensure customer issue are resolved, and/or relevant mitigation is in place until issue is resolved. 

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:

days holiday + bank holidays (and the ability to buy/ sell up to days per year)

Annual bonus scheme (of up to £, per annum based on company performance)

Leading pension scheme – we will double your contribution (up to % when you contribute

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