Customer Connections Manager

Are you looking for a career that makes a difference? Look no further than Severn Trent Water! Our award-winning, innovative company is home to over 8,500 dedicated team members who are passionate about making a positive impact on the world.  We offer a diverse range of roles and development opportunities, so there’s something for everyone here. Whether you’re just starting out or looking to take your career to the next level, we have the resources and support you need to succeed.

Here in Developer Services, we’re committed to providing outstanding service to our customers. That’s why we’re proud to be recognised as a leading service provider in our field. But we’re not content to rest on our laurels. Our ambition is to be market-leading in everything we do, by being easy to deal with, offering value for money, and creating an awesome place to work. To achieve this, we need great people who are passionate about playing their part in our journey. If you’re looking for a career that’s both challenging and rewarding, we’d love to talk to you. Do you want to be part of something special?

We’re looking for our next Customer Connections Manager to join the Customer team. Read on for all the details…

EVERYTHING YOU NEED TO KNOW

In this fast paced 12 month contract role, every call matters. We will be looking for you to proactively manage the end-to-end customer journey for customer connections. This will mean from the first call to the last, you will be Providing a proactive and positive customer experience to all our customers.

You will be the point of contact to provide technical advice, guidance and documentation to allow a seamless process for both the customer and your peers to construct the perfect journey. You will provide support, problem solving and expertise to your group of allocated Connection Project Managers out in the field and internal scheduling teams, account creation team & DS consolidated billing.

Your key accountabilities will include:-

Proactively own and manage the customer journey from application through to connection
To deliver a 10/10 customer service to all customers 100% of the time to ensure deliver our ODI
Manage daily workflow queues, ensuring we deliver to our SLAs
Key stakeholder management with critical teams within the customer journey – Quoting, Evaluation
Provide technical assistance for any questions or guidance raised by the customer / their builder / Highways Authorities / internal departments
Provide a technical point of contact for Connection Project Managers and the internal Scheduling Teams
Make proactive contact with customers within all processes when required
Ensure we deliver 1st and 2nd in our ODI.

WHAT YOU’LL BRING TO THE ROLE

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’ll be looking for you to be a experienced customer experience professional, who has an ability to work in, at times, a highly pressurised environment. We’ll look for you to be able to demonstrate that you can prioritise workloads and manage multiple customers and cases at any one time.

We’d like you to have excellent communication skills and an ability to convey messages clearly and simply to customers and stakeholders alike. We’ll want you to be able to problem solve in the moment, finding pragmatic conclusions, as well as having the ability to positively coach and advise either face to face or remotely. Your eye for detail with a starter / finisher approach will help you go far in this exiting role.

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.

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 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 fully paid maternity and adoption leave)

Two 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 - 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.