Job Description

LET'S CUT STRAIGHT TO IT
Are you looking for your next leadership challenge?
We are looking for a customer centric leader to join us on our mission to provide best in class customer experience. Based at the heart of our Customer Hub, do you want to lead our teams of great people who do more, because we care. You'll with our customers & communities, being curious about their needs and do everything to meet their needs. Put simply, you'll be responsible for delivering an outrageously amazing customer experience you'll be proud of.
LET'S TELL YOU MORE
As a Customer Manager, you will build high performing and motivated teams of water specialists. Each of your teams will function as a "mini-water supplier" where you will have full accountability for the happiness and service of approx. 500-650k customers.
The individual teams you lead are ultimately responsible for 400m in revenue. As the teams evolve, you'll be responsible for spotting talent and then nurturing them through coaching and mentoring, so they are ready for a step into Managership. Understanding your team-to-customer-ratios, customer needs and overall performance, you'll need to create recommendations about how your teams need to adapt, evolve or create entirely new teams if required.
Creating a culture that people love, will be key! Embracing empowerment, celebrating our mistakes (what we learn is vital) and investing in your team is something you're passionate about. Caring for your team's well-being, development, motivation and engagement will contribute to building a high performing team delivering outrageously good customer service
But it's not just you. You'll also inspire Team Managers and other Customer Managers to identify and foster best practice approaches, tools, and techniques that the wider business can use.
Key accountabilities in the role will be:-

• First-line responsibility for looking after our customers - both personally and through your Team Managers and their Team members (around 70 team members)
• Day to day coordination of your teams, including ensuring your Team Managers have the right support and tools to prioritise work

• Helping your teams by dealing with manager escalations through both phone and email
• Monitoring and maintaining call & email handling times in line with expectations
• Monitoring any complaints to ensure awesome resolutions within the agreed timescales
• Identify and develop best practices approaches, tools and techniques that the wider business can use
• Attend weekly meetings with your colleagues to drive performance, empowerment and accountability
• Identifying where other teams need assistance and helping to reassign resource if needed
• Ability to identify exceptional behaviours and talent in others.
• From time-to-time working on specific projects to move the business forward that either you have suggested or that you're passionate about

You'll be based at our newly refurbished site in Edgbaston, Birmingham. You'll work within Customer leadership team and have direct line management of 4 team leaders who will each have 12 reports themselves. With this being such a critical role, we're looking for someone who can join us 37 hours a week, Monday to 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
Customers are at the centre of everything we do. You'll need to be willing to go to the ends of the earth to keep our customers impressed and excited.
Customer service is vigorous and can be tough. We're looking for people who can deal with challenging situations and empathise with customers who are facing complex problems. Leading multiple teams of customer service people means that at times you'll feel stretched across multiple internal and external issues, you'll need to handle tricky personnel issues and keep the overall team motivated at times when everyone is stretched. You'll need to be confident in prioritisation, set clear expectations and be rigorous on your follow through.
You will have the ability to think on your feet in the moment and make a call on the right decision for the customer.
Skills and experience are important, but character, positivity, and a caring attitude matter 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 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 IN RETURN
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:

• 28 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
• Annual bonus scheme (of up to 2,225, 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

Skills Required