Service Recovery Advisor

Hello. We’re Severn Trent and we think water is wonderful. And we’re pretty keen on people too.

24 hours a day, 365 days a year we serve 4.8 million households and business across the heart of the UK. Each cuppa drank, each toilet flushed is only possible because of the 7,000 brilliant team members working across our patch.

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.

Here at Severn Trent we take pride in knowing we come to work each day and help make a difference to our customers, working together with our colleagues to solve problems as soon as we can.

Our Service Recovery role sits at the heart of this value with the opportunity to really make a difference to our customers. 

EVERYTHING YOU NEED TO KNOW  

We are excited to announce a new opportunity to join our fantastic Customer Strategy and Experience team here in Coventry, as a Service Recovery Advisor.

As our new Service Recovery Advisor, you’ll be tasked with delivering a high level of customer service and satisfaction for operational Waste-Water issues. You’ll be responsible for appropriately handling and responding to written complaints that are received and you’ll make sure all stages of the complaints process are adhered to.  

Customer fulfilment will be at the forefront of your mind and you’ll work to maximise customer satisfaction scores that are received by the business. You’ll be contacting customers via telephone and in writing to resolve issues, some of which are complex and long standing and you'll be following up dissatisfied comments which have been highlighted through various channels.  

Delivering excellent customer service will be something you live and breathe every day.  

Sound like you? Then read on. 

WHAT YOU’LL BRING TO THE ROLE 

Your key accountabilities in helping us will be:

Investigate and provide detailed responses to complaints at all levels, written enquiries and other cases identified as needing involvement whilst identifying any failures and correcting where appropriate

Monitor progress of responses; chase, escalate and manage as appropriate owning the customer issue from the initial point of contact through to resolution

Building a successful relationship with the customer and keeping them fully informed, co-ordinating any follow-on actions and providing detailed responses to resolve cases to conclusion

Monitor internal systems, including email, to manage complaints audit and ensure complaints are recorded correctly in line with our regulations

Decide, negotiate and award fair ‘goodwill’ payments as appropriate, as well as carrying out amendments and updates to customer’s accounts where needed

To complete escalations and support various team leaders, managers and business leads to own the customer resolution

It’s a fast-paced environment so you’ll need to be comfortable in resolving one query and then moving quickly onto the next.

The right skills and experience are important. But if you have the right character, positivity and a caring attitude we want to talk to you, too.

 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 want people who show up and get involve. Those who are ready to be part of something bigger and who want to make a difference because they 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 £1,250 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
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.

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!