Job Description

Business Unit : Customer Solutions

Division : CS CC Customer Performance

Pay Grade Level : Level 1 - Customer / Operational Frontline

Post end date : 16/10/2026

Salary Range : £27,495.68 to £27,495.68

Role Type : Full Time Contract

Secondment length : NA

Recruiter : Aimee Grigg

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.

EVERYTHING YOU NEED TO KNOW

We are looking for competent Customer Advisers to provide exceptional customer service to clients navigating the debt process for unpaid bills. The role involves managing and supporting customers through each stage of the debt process, ensuring compliance with legal requirements and internal policies.

Colleagues should exhibit professionalism and trustworthiness. You should have excellent communication and negotiation skills, as well as an ability to work independently.

You’ll work in our busy customer hub full of like minded people. It’s a great open plan office environment with canteen that serves fantastic food. There’s fun incentives, free parking, regular competitions and prizes up for grabs too (Plus, you’ll get free tea and coffee, all made with our marvellous water of course).

Don’t worry if this is something that you’ve not done before. We’re interested in what you can bring to the role. In return we’ll give you full training, so you’re well prepared and confident to make and take calls from our customers. So that we can make sure that you have all the training you will need to really excel, if you have any annual leave booked during the training period, we may need to ask you to join us at a later date after your holiday.

And it doesn’t end there. Our continued training helped one in three of our advisors progress their careers within two years. Wonderful!

Our water is vital to our customers, so we need to be around when they need us. you’ll be working shifts totalling 37 hours per week between the hours of 8:00am and 6:00pm, Monday to Friday. Working from our office in Shrewsbury.

Don’t worry – you’ll always have plenty of notice of your shifts, plus lots of annual leave. We know you have a life outside work, too!

WHAT YOU’LL BRING TO THE ROLE

Key Responsibilities:

Customer Support:

• Provide clear and empathetic guidance to customers regarding the debt process.
• Answer customer queries via phone, email, and chat.
• Assist customers in understanding their rights and obligations.

Case Management:

• Manage a caseload of unpaid bill disputes from initiation to resolution.
• Ensure accurate and timely documentation of all customer interactions and case developments.
• Coordinate with internal departments (legal, billing, etc.) to facilitate the debt process.

Documentation and Reporting:

• Prepare and review legal documents, ensuring accuracy and compliance.
• Maintain up-to-date records of all cases in the case management system.
• Provide regular updates to customers regarding the status of their case.

Compliance and Legal Procedures:

• Ensure all actions are in compliance with relevant laws, regulations, and internal policies.
• Stay informed about changes in process related to unpaid bills and debt.

Team Collaboration:

• Work closely with colleagues in the debt office and other departments.
• Participate in team meetings, training sessions, and professional development activities.

Customer Education:

• Educate customers on how to avoid future debt related to unpaid bills.
• Provide resources and advice for better financial management.

Capabilities:

• Proven experience of succeeding in a customer facing role
• Excellent IT skills
• Demonstrated strong literacy and verbal communication skills
• Demonstrate self-control and react positively when working in difficult situations and a high pressured environment.
• Have the ability to listen effectively and gather all relevant information by questioning and empathising.
• ‘Right first time’ attitude – focusing on quality of work
• A positive and empathetic approach to resolving customer queries
• Flexible and able to respond to changing business needs
• Drive own development
• The ability to work effectively in a target driven environment
• Have the ability to work well in a team, sharing knowledge, being supportive and team spirited.
• Be forward thinking always looking for ways of improving how and what we do
• Demonstrate attention to detail, be able to spot inaccurate information and inconsistencies.
• Knowledge of our Customer Relations policies, processes and procedures and be able to communicate this to customers

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:

• A great starting salary of £27,495.68 with a pay review each year!
• Annual company bonus of up to £1,500
• Leading pension scheme – we will double your contribution (up to 15% when you contribute 7.5%)
• Free parking on-site
• Income protection covering half salary for up to five years if you are unable to work
• Severn Trent shares scheme, offering the opportunity to purchase discounted shares
• Family friendly policies
• Two volunteering days per year
• Life insurance of 6 times salary
• Income protection covering half salary for up to five years if you become unable to work
• Accident insurance

And when it comes to your health, we’ve recently launched a new 'health fund' to help contribute to private medical treatment for those struggling to get treatment on the NHS. Plus, we’ll also look after your wellbeing with our free physio, mental health counselling and virtual GP service.

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!