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Posted Date:  20-Jan-2023
Posting End Date:  12/02/23
Location:  Derby
Company:  Severn Trent Water
Department:  Waste Network Ops
Salary (£):  £22,000 - £25,000

Customer Resolution Admin

Business Unit : Customer Operations 

Post end date : 12/02/23 

Salary Range : £22,000.00  to  £25,000.00 

Role Type :  Full Time Contract 






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.


You have the chance to join the team as a Customer Resolution Administrator. This is a fantastic opportunity for a talented Administrator to work within our Customer Management area. The role will consist of working with a close knit, committed and friendly team of advisors and contractors. You will help organise and direct incoming complaints onto relevant systems, allowing for these to be actioned by our operational customer teams.


Another key part of this role is to support best practice to ensure consistent and timely management of customer complaints, dissatisfaction, or queries throughout their waste journey with us and then guide them through to a resolution. The role also has a need for someone who is reactive in escalating urgent reports with a can-do attitude.


You will need to have a high level of organisation skills and willingness to support actions like deep dives and root cause analysis to identify complaint themes and trends against customer journey experience


Sound like you? Then read on.





  • Take ownership of the dedicated inbox to coordinate/action updates and queries received from other departments and customer teams
  • Responsible for ensuring relevant parties are aware of the outstanding contacts and that these are in hand and being managed within SLA. You will drive swift resolution of outstanding complaints, working closely with the customer teams and encouraging regular communication to obtain relevant progress updates.
  • Obtain timely updates and enter onto relevant systems regarding complaint status, ensuring consistency and awareness across all teams/departments.
  • Provide regular status updates in day and be accountable for highlighting and escalating any ‘at risk’ or out of SLA MCC complaints in line with performance reporting requirements.
  • Undertake assurance activities to ensure compliance against regulations
  • Capture and feedback examples of continuous improvement opportunities and learnings, supporting the business to build of their knowledge base regarding MCC





To be a success in this role we are looking for someone who has experience using Microsoft excel and has worked previously in a customer service setting.

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.





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:


  • 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
  • Two volunteering days per year





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.