Smart Metering Strategy – Customer Performance Manager

Role Overview

• Take ownership of day-to-day customer complaints, ensuring they are handled efficiently
• Analyse customer and supply chain performance using data and insight to identify trends
• Develop and implement targeted improvement plans to enhance customer journey
• Lead the day-to-day management of a team of call handlers
• Regularly create programme board content and present insights to stakeholders
• Collaborate to ensure alignment on priorities and results

Requirements

• Experience within the water industry and an understanding of operational environments would be highly advantageous
• A driving licence would be desirable as travel between different Midlands sites is essential
• Understanding of great customer experience
• Confident presenting ideas and insights
• Ability to build relationships with stakeholders
• Ability to clearly identify issues and articulate them effectively
• Experience in performance management

Benefits

• 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 fully paid maternity and adoption leave)
• Two volunteering days per year