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

24 hours a day, 365 (sometimes 366) 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.

EVERYTHING YOU NEED TO KNOW

We’re looking for a Customer Journey Technician to join the Workforce Planning and Optimisation team on a 12-month secondment.

In the role you’ll proactively manage customers through any potential failures in delivery to avoid complaints and repeat calls. You’ll keep customers up to date on the status of their work and the steps that will be taking place to complete their job.

You’ll manage customer expectations on works that need to be rescheduled due to events and emergencies whilst working with colleagues across Workforce Planning and Optimisation and Customer Operations to prioritise customer commitments that are broken or jeopardised to establish the quickest and most effective way to restore trust and belief that work will be carried out.

Deep diving into calls and complaints to improve processes, investigate issues and resolve problems will also be one of your responsibilities.

You’ll be joining a small team of 6 who are full of personality, are interactive and love to help each other. Pride Park, Derby will be your base location, where you’ll be able to park for free or get to with ease with loads of local travel options.

In this role, you’ll work Monday-Friday on a rota of 8am – 4pm, 9am – 5pm or 10am – 6pm. Occasionally, there will be travel required to other sites, but you’ll travel with your team.

WHAT YOU’LL BRING TO THE ROLE

As the role title suggests we’re looking for someone who is customer focussed, perhaps with previous experience as a Customer Advisor or a similar role.

Having confidence talking to customers on the phone is key, using the right tone, pitch, and pace to listen to customers, show positivity, empathise with their concerns, and offer solutions.

You may have some difficult conversations with customers, but you’ll react positively, make rational judgements and take personal accountability and ownership of issues, escalating if you need to.

You face into change, with the ability to adapt to new requests to support different areas of the business. You could be supporting Water one day and Waste the next.

If you’ve previously worked with SAP, that would be beneficial but not essential. The team will train you to be a fully-fledged Customer Journey Technician over a 4-week period.

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

• Annual salary of £23,708.79
• 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 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
• Dedicated training and development with our ‘Academy’
• Electric vehicle scheme and retail offers
• Family friendly policies (including, a year off paid for any maternity and adoption leave)
• Two volunteering days per year

WHAT’S 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 - so keep an eye on your phone and emails.   

And if this has sparked your curiosity, and you're wanting to find out even more, search #LifeAtSevernTrent on social media.