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Posted Date:  07-Jan-2023
Posting End Date:  -
Location:  Coventry
Company:  Severn Trent Water
Department:  COSC
Salary (£):  22,500.00

Customer Advisor





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.


If you’re naturally helpful and flexible enough to work shifts, you could become an ambassador for Severn Trent Water, helping us deliver clear, calm customer service over the phone.


Our lives revolve around water: we need it to survive but we also cook with it, clean with it, flush the loo with it and have fun with it! Not a day goes by where we don’t come across water.


It’s a great responsibility to provide our customers with this precious resource every day, so we do everything in our power to make sure our service is the best it can be.


Central to this is being there for our customers when they need us the most, 365 days a year. Whether they are without water or find they have wastewater where they don’t want it, we need our Customer Service Specialists to listen, support and guide our customers through their questions from simple queries to complex complaints. Every conversation is different.


Supporting customers who might be anxious or annoyed is never easy, but it does feel good to help reassure people, diffuse problems, and explain clearly what we’re going to do to help.


Our water is vital to our customers, so we need to be around then they need us. You'll be working shifts totalling 37 hours per week between the hours of 06:30-22:00 across 365 days of the year including Saturdays (but of course this means you'll get time off in the week)






The key accountabilities of this role will include:


  • Talking to customers over the phone, helping us resolve queries quickly, first time.
  • Being a first-class communicator with the skills to build a rapport with customers, as well as our internal and external departments.
  • Operating within our customer shift pattern between 6:30am and 10:00pm across 365 days a year which could include bank holidays.





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.


Customer service or contact centre experience would be ideal, but If you have a natural flair for communicating, can empathise with customers and see how their problem could be affecting their homes, their health or their loved-ones, you’ll love this role.


We also have a comprehensive training programme that you’ll go through when you start, which will help develop your problem-solving skills and give you the full knowledge you’ll need of Severn Trent so you can support our customers.

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.





It’s not just a job you’ll get here, you’ll get a career too. We have a range of benefits that reward and recognise great work and award-winning training to ensure you reach your potential. And we’ll also help you play your part in looking after the environment and the community in which we live.  


Here’s some of our favourites:


  • A great starting salary of £22,500  with a pay review each year!
  • 33 days leave per year - that’s 25 days annual leave and another 8 days to use in lieu for any bank holidays worked. You can also buy another 5 days holiday per year on top of this.
  • Annual company bonus of up to £1,500 (Applicable from 2024)
  • 10% Monthly discount with Busy Bee Nursery, and one week free child care.
  • Flexible benefits scheme including discounted goods and services. This includes things from cinema tickets, shopping, restaurant vouchers holidays etc.
  • Leading pension scheme – we will double your contribution (up to 15% when you contribute 7.5%)
  • Income protection covering half salary for up to five years if you are unable to work
  • Severn Trent shares scheme, offering the opportunity to purchase discounted shares
  • Family friendly policies
  • Two volunteering days per year
  • Life insurance of 6 times salary
  • Income protection covering half salary for up to five years if you become unable to work
  • Accident insurance





Apply now to build an amazing career and be part of a brilliant team. We can’t wait to hear from you.


To find out more about working with us, search #LifeatSevernTrent on social media.