Job Description

Business Unit : Customer Solutions

Division : CS CC Customer Delivery

Pay Grade Level : Level 2 - Technical Expert

Post end date : 09-July-26

Salary Range : Up to £50,000.00

Role Type : Full Time Contract

Secondment length : NA

Recruiter : Daniel McCormack

Manager Name : Bill Wilson

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

24 hours a day, 365 (sometimes 366) days a year we serve 4.8 million households and businesses 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.

EVERYTHING YOU NEED TO KNOW

We’re looking for a Digital Customer Communications Manager to join our Go to Market Team to Pride Park in Derby.

In the team you’ll be the heartbeat of every digital experience we offer, leading a team of great people who are passionate about Customer and User Experience. Put simply, you’ll be responsible for delivering an outrageously amazing digital customer experience you’ll be proud of.

In this role, you will lead a team of Comms Professionals who will promote both our online experiences and all other customer comms from the wider business.

Caring for your team’s well-being, development, motivation and engagement will contribute to building the world’s best, most efficient caring Customer team.

As Customer Communications Manager, you’ll be responsible for managing, developing and growing the variety of customer campaigns to help promote the use of the self-service journeys across the brand’s digital portfolio, including website, messaging and any other digital touchpoint. Working closely with stakeholders across the business you will strive to deliver a consistency in messaging and frequency that helps to promote the business, whilst balancing the demand on our Water Specialists.

Your day-to-day responsibilities will include:

• Support Go To Market Lead to deliver on agreed plan for call deflection/reduction numbers across service products. Anticipate customer behaviours, making the campaigns on all channels simple to understand and therefore promoting self-service and avoiding calls in to the contact centre.

• Run collaborative workshops with project stakeholders to establish user needs and project goals

• Run weekly editorial meetings to plan content and react to changing circumstances

• Share knowledge of digital best practice and user experience with colleagues to increase understanding of human-centred design within the team. Be a source of advice on best content design practices, tools and methods

WHAT YOU’LL BRING TO THE ROLE

To successful in this role, you will have come from a comms background, and you feel confident creating content that meets specific user needs across Severn Trent and Hafren Dyfrdwy websites, emails, WhatsApp and SMS, social media channels, and occasionally letters too.

It would be great if you have worked in our Customer Hubs before or from a customer service background, but this is not essential.

As this is a secondment, this is an exciting opportunity for you to lead a team if you’ve never managed a team before.

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. Is that you?

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 perks that you’ll get being part of the Seven Trent family:

• 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 paid for any maternity and adoption leave)
• 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. We’ll always let you know the outcome of your application after the closing date - so keep an eye on your phone and emails.

And if this has sparked your curiosity, and you're wanting to find out even more, search  #LifeAtSevernTrent on social media.