Customer Delivery Manager

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 8 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

Do you care about the environment and enjoy being outdoors?

Do you enjoy problem solving and going above and beyond to offer a high-quality service every time?

Do you have a passion for speaking to people and building relationships?

If the answer to these questions is “yes, absolutely”, then our new Customer Delivery Manager is the role for you in Waste Networks.

In this role, you’ll drive the end-to-end process for delivery of reactive response follow on work (Inspect & Resolve), ensuring the right quality and timescales are achieved across the Birmingham and the surrounding areas, from our Minworth site.

You’ll lead a team of Operatives who use varying types of Jetting equipment and vehicles in response to sewerage related issues, including blockage clearance, pipe cleansing and surveying of our network. You’ll monitor performance, analysing your findings for failure, delays, and re-work and will look to identify areas for learning and business improvement both internally and within the supply chain, before communicating and embedding fixes effectively.

As our Customer Delivery Manager, you’ll undertake audits, verification, and improvement activities that monitor compliance, validating the correct work is raised and processes have the required information to deliver Inspect & Resolve. You’ll also work closely with the Quality Manager to report on performance and identify coaching interventions and training requirements.

Some of your other key accountabilities will include:

Making certain that our people go home safe and well each day, with Health and Safety at the forefront of your decision making.

Ensuring the Customer Jetting Operatives are prepared, competent and compliant and have what they need to deliver a productive, quality service.

Developing team members to be the best they can be and building a comprehensive succession plan that promotes talent from within. Keeping your team engaged, with acknowledgement and recognition.

Optimising and driving daily performance of the Inspect & Resolve process and identifying blockers to this.

Accountability for signing off and delivery of the work schedule, driving quality and a right first-time mentality to job resolution for our customers.

Minimising suspended and aborted work via the correct behaviours and quality within your team. Minimising follow-on work, ensuring any which is promoted, is required for job resolution in accordance with customer expectations.

WHAT YOU’LL BRING TO THE ROLE

We’re seeking our Customer Delivery Manager to be a real people person, with a customer centric approach to their thought processes and ways of working.

To be successful in this role, you should be able to demonstrate high levels of collaboration, stakeholder management and personal resilience.

You’ll need experience of working in an operational environment, as well as demonstrable process improvement and/or analytical skills, alongside managing auditing and compliance processes.

You should possess the ability to work at pace and have a proactive drive and passion for continuous improvement. You should be adept at challenging and communicating assertively to all levels, and effectively with customers, colleagues, and contract partners.

We’re looking for our Customer Delivery Manager to think proactively and seek opportunities for improvement, with the tactical capability to develop clear and coherent strategies and plans.

It would also be great if you have knowledge in waste regulatory requirements, an operational and technical understanding of maintenance, repair and cleansing of the sewerage network, and are aware of Health & Safety, Customer, HR, NRSWA, Environmental and Quality Assurance policies and standards.

WHAT’S IN IT FOR YOU

Working here isn’t just a job. You can build a career at Severn Trent, and 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:

Annual bonus scheme (up to £2,250 based on company performance and 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

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 get in touch with our amazing team of recruiters at recruitment@severntrent.co.uk.

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.