Business Unit : Capital & Commercial Services 

Division : CA Green Recovery Programme 

Pay Grade Level : Level 1 - Customer / Operational Frontline 

Post end date : 18/03/2023 

Salary Range : £25,000.00  to  £28,500.00 

Role Type :  Secondment 

Secondment length : 12 Months 

Recruiter : Olivia Mills 

Manager Name : Ryan Baldwin 

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 sits within our Green Recovery Programme.

 We think you’d love it.

EVERYTHING YOU NEED TO KNOW

We’re looking for a Customer Support Executive. This role is currently a 12-month secondment.

The objective of the Customer Support Executive is to deliver excellent customer service to our Smart Metering customers both internally and externally. The role will require you to be engaging, proactive and customer centric in your approach. You will be required to take accountability for making sure that customers' problems are resolved to the highest standard and really drive our want to showcase how much Severn Trent truly care.

The Smart Metering Customer Support Executive will seek to deliver beyond expectations. To deliver a premier service to our Smart metering customers ensuring any queries are resolved efficiently and effectively.

You will liaise with the programme’s key stakeholders, contractors and third parties to work towards a solution and drive improvements. Ensuring that our customers are satisfied and understand the key benefits of smart metering.

Which in turn means that you can make a huge impact into our customer journey & the service they receive.

As a company, we are always striving to develop our talent and we will support you with training within the field. 

Not only will we give you more flexibility compared to other companies, we’ll also continuously help you develop your career by providing you with training courses and relevant qualifications to improve your skills and knowledge. 

The team is predominantly based at our state-of-the-art offices, STC, Coventry.

You’ll work alongside our 230 strong Green Recovery Team who all love what they do.

 In turn delighting our customers & making a real difference across our region.

WHAT YOU’LL BRING TO THE ROLE

In order to succeed in the Customer Support Executive role, it is expected that you will have:

• Experience of building rapport and delivering first-class communications with smart metering customers, as well as our internal and external departments.
• Understand the customers’ expectations and impact of customers having a negative experience.
• Demonstrate attention to detail, identifies issues, generates workable solutions, and makes rational judgements.
• Flexible and adaptable approach when it comes to work situations and positively contributing to solving problems.
• Ability to listen effectively and gathers all relevant information by questioning, probing, empathising.
• Understand business implications of not getting it right first time and drive to improve customer experience and business improvements.
• The ability to work independently as well as in a team, sharing knowledge, being supportive and team spirited.
• Excellent communication and interpersonal skills, confident at dealing with people at all levels.
• Well organised, working in a controlled, structured, methodical manner with a measured approach to delivery.
• Be a self-starter with the ability and drive to seek out improvements.
• The ability to work under pressure in times of high work volume to add value.
• Actively seek feedback and challenge where appropriate.
• The ability to forge strong and effective working relationships with colleagues and contract partners.
• Self-motivated and committed to the customer and us delivering our promise.

Of course, it’s important that we attract the right skill sets, and those with the right experience but we value character, positivity and a caring attitude in equal weight.  

We want people who show up and roll their sleeves up. Restless spirits who are ready to be part of something bigger, who care, who really care... because when you really care, you’ll go above and beyond. When you really care you don’t just talk about it, you do more.  

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 employ thousands of people from across our community who really care about what they do. Because that is how we do what we do.  

And when it comes to inclusion, we’re making sure we keep up the progress with our wonderful working groups – LGBTQ+, Women in Operations & STEM, Disability and Ethnicity; who help us do just that.  

We do more, because we 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) 
• 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 Nurserys, 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. If you’re not too sure about what you need to do, or have a question about the role before applying, please do reach out to our team of recruiters for any help.

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

Ps. we’ll always let you know the outcome of your application after the closing date - so keep an eye on your phone and emails!