Take ownership of day-to-day customer complaints, ensuring they are handled efficiently
Analyse customer and supply chain performance using data and insight to identify trends
Develop and implement targeted improvement plans to enhance customer journey
Lead the day-to-day management of a team of call handlers
Regularly create programme board content and present insights to stakeholders
Collaborate to ensure alignment on priorities and results

Experience within the water industry and an understanding of operational environments would be highly advantageous
A driving licence would be desirable as travel between different Midlands sites is essential
Understanding of great customer experience
Confident presenting ideas and insights
Ability to build relationships with stakeholders
Ability to clearly identify issues and articulate them effectively
Experience in performance management

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

Smart Metering Strategy – Customer Performance Manager

About this role