Customer Manager

Business Unit : Customer Solutions

Division : CS CC Customer Delivery

Pay Grade Level : Level 2 - Team Manager

Post end date : 15-Nov-24

Salary Range : £42,000 - £52,000

Role Type : Full Time Contract

Secondment length : NA

Recruiter : Daniel McCormack

Manager Name : Becs Smith

Are you looking for your next leadership challenge?

We are looking for a customer centric leader to join us on our mission to provide best in class customer experience.

EVERYTHING YOU NEED TO KNOW

You’ll be at the heart of our Customer Hub, leading teams of great people who do more, because we care. Working with our customers, you’ll be curious about their needs, and you will have courage to say when we need to be doing more for our customers. Put simply, you’ll be responsible for delivering an outrageously amazing customer experience you’ll be proud of.

In this role, you will build high performing and motivated teams of water specialists. Each of your teams will function as a “mini-water supplier” where you will have full accountability for the happiness and service of approx. 500-650k customers.

The individual teams you lead are ultimately responsible for £400m in revenue. As the teams evolve, you’ll be responsible for spotting talent and then nurturing them through coaching and mentoring, so they are ready for a step into Managership. Understanding your team-to-customer-ratios, customer needs and overall performance, you’ll need to create recommendations about how your teams need to adapt, evolve or create entirely new teams if required.

Creating a culture that people love, will be key! Embracing empowerment, celebrating our mistakes (what we learn is vital) and investing in your team is something you’re passionate about. Caring for your teams well-being, development, motivation and engagement will contribute to building a high performing team delivering outrageously good customer service

But it’s not just you. You’ll also inspire Team Managers and other Customer Managers to identify and foster best practice approaches, tools, and techniques that the wider business can use.

WHAT YOU’LL BRING TO THE ROLE

Customers are at the centre of everything we do. You’ll need to be willing to go to the ends of the earth to keep our customers impressed and excited.

Customer service is vigorous and can be tough. We’re looking for people who can deal with challenging situations and empathise with customers who are facing complex problems. Leading multiple teams of customer service people means that at times you’ll feel stretched across multiple internal and external issues, you’ll need to handle tricky personnel issues and keep the overall team motivated at times when everyone is stretched. You’ll need to be confident in prioritisation, set clear expectations and be rigorous on your follow through.

You will have the ability to think on your feet in the moment and make a call on the right decision for the customer.

THE ROLE OF A CUSTOMER MANAGER

First-line responsibility for looking after our customers – both personally and through your Team Managers and their Team members (around 70 team members)
Day to day coordination of your teams, including ensuring your Team Managers have the right support and tools to prioritise work

Helping your teams by dealing with manager escalations through both phone and email
Monitoring and maintaining call & email handling times in line with expectations
Monitoring any complaints to ensure awesome resolutions within the agreed timescales
Identify and develop best practices approaches, tools and techniques that the wider business can use
Attend weekly meetings with your colleagues to drive performance, empowerment and accountability
Identifying where other teams need assistance and helping to reassign resource if needed
Ability to identify exceptional behaviours and talent in others.
From time-to-time working on specific projects to move the business forward that either you have suggested or that you’re passionate about

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:

Salary - £42,000 - £52,000 (dependant on experience)
28 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
Annual bonus scheme (of up to £2,250 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 fully paid 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 or view us on Glassdoor.