Digital Water Specialist (Customer Advisor)

Severn Trent Water

  • Leicestershire
  • £25,397 per year
  • Permanent
  • Full-time
  • 2 days ago
Business Unit : Customer SolutionsDivision : CS CC Customer DeliveryPay Grade Level : Level 1 - Customer / Operational FrontlinePost end date : 01-Oct-25Salary Range : £25,396.88 to £25,396.88Role Type : Full Time ContractSecondment length : NARecruiter : Daniel McCormackManager Name : Matthew MarriottAre you looking to change your career? Wanting to join somewhere, where you'll get a career, not just a job? Well, you have come to the right place, as we're looking for people to help us make a big drop in our ocean. And we need people to help us make our vision a reality.So, don't worry if you haven't worked in the water industry before, we're just looking for people who want to be the difference for our customers joining us a Customer Advisor (Digital Operations team).Heard enough? Apply here.EVERYTHING YOU NEED TO KNOWOur customers are our priority - we've done away with traditional departments and 'computer says no' mentality to make sure we're there to support our customer's and answer their every question. We provide exceptional service, with a goal to deliver outrageously good customer service.You won't believe it until you start working here. We try to explain it during the application process and through our 'Getting to Know You Days' but really, until you're immersed in our culture, you'll realise you've never worked anywhere like it.At Severn Trent Water you're not a number. You're a human and we treat you like one. And that's how we want our customers to feel too. We want you to help our customers - like genuinely help. We want you to think outside the box and be able to make out of the box decisions on how best to help our customers - no policies and no red tape - Crazy huh?This role will be based in our contact centre at our Head Office in Coventry. You'll be office based, working 37 hours per week covering our operating window of Monday to Friday 8am - 8pm and Saturday and Sunday 9am - 5pm. Within this window you will have a 5-week rotating pattern that will only see you work 1 weekend in 5.WHAT YOU'LL BRING TO THE ROLEYou'll chat to customers predominantly through our WhatsApp and social platforms but then also Trustpilot and emails. To find the best and speediest resolution for our customers though, sometimes you will need to proactively call customers as well. What we know is, you'll get plenty of opportunities to speak to our customer whilst, being given the freedom to help them in a way you would like to be helped. You'll take ownership of their needs and find a way, no matter what, to figure things out with them. We want great people who do more because we care.Your colleagues will be some of the most amazing people you'll be lucky enough to call friends. They're an enthusiastic, determined, curious crew who love making waves in the water industry who share our mission to humanise customer experiences to make them amazingly brilliant.We don't lie - it's not easy. Learning in a fast-paced, ever-changing environment isn't for the faint-hearted. Every day you will come across problems not seen before, and you'll be tasked with bringing about solutions. So, expect the unexpected. Ask questions, drive change, and share your ideas.There's a lot (and we mean a lot) to learn, and a lot of work to do. Just when you think you know everything there is to know - something changes. But don't worry, we'll help you build your knowledge and be committed to your development.And when it comes to the skills and experiences we're looking for, don't get too hung up on that. We're just looking for people with the right character, positivity, and a caring attitude - and 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.THE ROLE OF A CUSTOMER ADVISOR (Digi Ops)
  • Talking to our customers via WhatsApp, email and digital channels, resolving their queries and perhaps engaging with other suppliers too. You'll also talk to our customers over the phone when required too
  • Taking full responsibility for all issues that you come across, you'll be delivering end to end customer service. Gone are the days of customers getting stuck in a never-ending loop of being transferred between departments, you'll be fully trained in every aspect of the customer experience and be able to help with any problem.
  • Every day, you'll be tasked with bringing about solutions while keeping up with rapid fire change as we grow.
  • You'll be a team player - nobody wins unless we all win.
  • Ability to think on your feet in a fast-paced environment.
  • Confidence to be empowered and make your own decisions.
  • If something is getting in the way of us delivering great customer service, you need to help us change it.
  • Committed to owning customer queries end to end with no hand off to another department.
WHAT'S IN IT FOR YOUWorking 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:
  • A salary of £25,396.88, with a company pay increase each year
  • 25 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
  • Annual bonus scheme (of up to £1,500 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
WHAT'S NEXTWe can't wait to hear from youBefore 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 or view us on Glassdoor.

Severn Trent Water