• Job Description

  Req#: 12815

  Job Title: Customer Coordinator

  Want to do the best work of your life? Playing your part in making a big difference to the environment and communities we serve. Our people make Severn Trent a truly exciting and inclusive place to work – a place where you can be yourself and let your skills shine.

  Our purpose is taking care of life’s essentials, but we’re also big on making a difference, not just because we should but because we care.

  We have a brilliant opportunity to become a Customer Coordinator!

  As a Customer Coordinator you will help to ensure customers safely receive a constant supply of good quality drinking water by co-ordinating and coaching Customer Inspectors and Distribution Service Technicians and supporting repair & maintenance activity customer engagement, ensuring that all customer commitments are met to help deliver a 10 out of 10 service for our customers across their end-to-end journey.

  Your Primary role within the operational area, ensuring customer requirements are understood and appropriate actions are in place to rectify the customer’s issue, ensuring mitigating actions are put in place when things don’t go to plan. Researching job history, understanding customer needs and communicating to Customer Inspectors in order to facilitate a right first-time approach to appointments

  Sound like you? Please read on.

  EVERYTHING YOU NEED TO KNOW

  Your key accountabilities in helping us will be:

  • Take accountability to own and resolve customer complaints reported into the customer hub and maintain a firm understanding and awareness of the customer challenges faced on a daily basis
  • Ensure Customer contact is of a high standard and compliance to company policies and procedures and understand customer requirements and put in place appropriate mitigating actions to ensure we give the right customer outcome
  • Manage customer satisfaction for team across the end-to-end journey, including contacting & case managing dissatisfied customers and contacting customers at end of journey
  • Provide coaching & feedback to front line teams
  • Understand area performance so can manage customer expectations and ensure clear and concise information is given to customers and provide timely and accurate reports for customer performance management
  • Own customer complaints to resolution which may in certain circumstances involve visiting customers and ensure all customer interactions are logged on our system in compliance with GDPR
  • Coordinate activities to measure, monitor and respond to customer satisfaction ensuring remedial activity is undertaken and that learning and feedback is communicated to individuals and more widely to deliver continuous improvement
  • Support management of unappointed customer activity managed through work-pots and case mange customer issues particularly in the case of complex customer issues
  • Take part in relevant standby rota

  WHAT YOU’LL BRING TO THE ROLE

  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’ll be looking for your to have the ability to work with many different people and be able to adapt your style depending on the person you’re speaking to. Experience of the water industry would be great, but your willingness to pass on your learning and knowledge is just as important.

  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?

  WHA T’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:

  • Salary: £29,302 - £32,224

  • 25 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
  • Annual bonus scheme (of up to £1,500, which is subject to eligibility)
  • 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 Nursery’s, and one-week free childcare
  • Dedicated training and development with our Academy
  • Electric vehicle scheme and retail offers
  • Family friendly policies
  • Two paid volunteering days per year

  WHATS NEXT?

  We can’t wait to hear from you.

  Before you apply, you’ll need an updated copy of your CV and about five minutes to spare. We’ll always let you know the outcome of your application after the closing date too - so keep an eye on your phone and emails.

  And, if your curiosity has peaked and you want to find out even more, search #LifeAtSevernTrent on social media.

• About the company

  Severn Trent plc is a water company based in Coventry, England.

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