Job Description

LET’S CUT STRAIGHT TO IT

At Severn Trent, our people are at the heart of everything we do. We’re in the top 5% of utility companies worldwide for employee engagement, and we’re equally proud of our strong Glassdoor score — reflecting how much our people love working here.

Join us to make a positive impact on the environment and our communities, while being valued and supported in a truly inclusive workplace.

If you want to do more, because you care, we want you on our team.

LET’S TELL YOU MORE

We’re looking for a Customer Journey Technician to join our Workforce Planning and Optimisation team in Pride Park, Derby on a permanent basis.

In the role you’ll proactively manage customers through any potential failures in delivery to avoid complaints and repeat calls. You’ll keep customers up to date on the status of their work and the steps that will be taking place to complete their job.

You’ll manage customer expectations on works that need to be rescheduled due to events and emergencies whilst working with colleagues across Workforce Planning and Optimisation and Customer Operations to prioritise customer commitments that are broken or jeopardised to establish the quickest and most effective way to restore trust and belief that work will be carried out.

Deep diving into calls and complaints to improve processes, investigate issues and resolve problems will also be one of your responsibilities.

You’ll be joining a small team of 4 who are full of personality, are interactive and love to help each other.

In this role, you’ll operate within a working window of 8:00am – 17:00pm Monday - Friday.

HOW WE WORK

You'll join a caring culture that collaborates to achieve, grow, and develop. Our employee engagement scores are among the highest globally in energy and utilities. That’s why, we value in-person moments to keep our culture alive and why for this role you’ll usually find us in the office during our working hours.

WHAT WE’RE LOOKING FOR

We’re looking for someone who is customer focussed, with previous experience as a Customer Advisor or a similar role.

Having confidence talking to customers on the phone is key, using the right tone, pitch, and pace to listen to customers, show positivity, empathise with their concerns, and offer solutions.

You may have some difficult conversations with customers, but you’ll react positively, make rational judgements and take personal accountability and ownership of issues, escalating if you need to.

You face into change, with the ability to adapt to new requests to support different areas of the business. You could be supporting Water one day and Waste the next.

If you’ve previously worked with SAP, that would be beneficial but not essential. The team will train you to be a fully-fledged Customer Journey Technician over a 4-week period.

Skills and experience are important, but character, positivity, and a caring attitude matter too. We welcome and celebrate diverse individuals, knowing they help us better serve our communities. We seek people who get involved, want to be part of something bigger, and make a difference because they care.

HOW WE’LL REWARD AND CARE FOR YOU

It's not just a job; it's a career. We offer benefits that reward great work and award-winning training to help you reach your potential. Plus, you'll contribute to the environment and community too. Here are 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, which is subject to eligibility)
• Family-friendly policies (including a year off fully paid maternity and adoption leave)
• 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
• Two paid volunteering days per year

LET’S GO

We can't wait to hear from you! Have an updated CV ready and spare five minutes to apply. We'll let you know the outcome after the closing date, so keep an eye on your phone and emails.