Customer Manager

You'll be at the heart of our Customer Hub, leading teams of great people who do more, because we care. Working with our customers, you'll be curious about their needs, and you will have courage to say when we need to be doing more for our customers. Put simply, you'll be responsible for delivering an outrageously amazing customer experience you'll be proud of. In this role, 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 teams 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. WHAT YOU'LL BRING TO THE ROLE 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. THE ROLE OF A CUSTOMER MANAGER

• 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
  
  We are looking for a customer centric leader to join us on our mission to provide best in class customer experience.
  
  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:
• Salary - £42,000 - £52,000 (dependant on experience)
• 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