Job Description

Business Unit : Customer Solutions
Division : CS CC Customer Performance
Pay Grade Level : Level 2 - Team Manager
Post end date : .
Salary Range : 45,000
Role Type : Full Time Contract
Secondment length : NA
Recruiter : Daniel McCormack
Manager Name : Tracey Smith
We're Severn Trent and we think water...and people are wonderful!
24 hours a day, 365 (sometimes 366) days a year we serve 8 million people across the heart of the UK. Each cuppa drank, and toilet flushed is only possible because of the 6,500 brilliant people working across our patch.
This role is vital to the service we deliver those 8 million customers, and we think you'd love it.
EVERYTHING YOU NEED TO KNOW
Which is why we are excited to announce a new opportunity to join our team as a Metering Operations Performance Manager!
The role is pivotal in leading our field support teams, to drive efficient planning of our meter reading schedule and site visits. Working towards 100% meter reading schedule completion, whilst minimising skips and estimates.
The role also focuses on enhancing customer experience, whilst focusing on continuous improvement, with a drive towards better ways of working for both the customer and our field teams.
The Metering Operations Performance Manager works closely with the Metering Business Lead and Metering Field Manager to oversee all metering field support activities including planning and scheduling of the meter reading schedule & site visits, day-to-day running of our Virtual Metering Technicians and all value-added activities.
Some of the Key accountabilities of the role will include:

• Performance Management - Collaborates with the Metering BL & Field Manager to lead and inspire the area.

• Manage the meter reading schedule and field work planning to ensure compliance to all relevant SLAs. Look for and implement opportunities to improve the scheduling process to fully utilise availability of field resource.

• Manage the metering Virtual Metering Team to deliver a seamless end to end customer experience where appointments are resolved at first point of contact without the need for a site visit. Ensure compliance with all internal SLAs.

• Responsibility for the Metering CMEX file including deep dive analysis of trends for the wider business. Work alongside other departments across Retail and Water to identify and implement opportunities for process improvements in the end-to-end metering journeys.

• Continuous Improvement - Work directly with our metering teams, colleagues in the WMU and other area of the business to drive improvements to quality of work and processes

• Team Management - Lead, inspire & motivate the team. Use of SBF strategies to build a strong team with a transformation & change mindset.

• Customer Service - Drive process changes with a customer journey mindset, driving a right first-time approach.

WHAT YOU'LL BRING TO THE ROLE
We are looking for someone with experience of dealing with Household and NHH customers, showing a real understanding of customer needs and a proven track record of delivering transformation and change delivery in an Agile environment
Its important that you have ability to recognise opportunities for process improvement and/or the introduction of value-add services along with the necessary drive and skill to implement these.
This includes leading and coaching your team to develop a culture of change where team members actively support and embrace new initiatives and transformation.
The role holder will need proven experience of working with a wide range of stakeholders - both internal and external whilst possessing strong interpersonal, negotiating, influencing and leadership skills as this is crucial for the role.
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's perks that you'll get being part of the Seven Trent family:

• Competitive Salary Offering of 45,000
• 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
• 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'
• Private medical cover, life assurance, income protection and personal accident cover
• Electric vehicle scheme and retail offers
• Family friendly policies
• Two volunteering days per year

WHAT'S NEXT
We can't wait to hear from you.
If your curiosity has been piqued 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!

Severn Trent Water