Digi Ops Team Manager

EVERYTHING YOU NEED TO KNOW

Working in Customer Hub, you’ll be at the heart of everything we do - leading teams of great people who do more, because we care. Working with our customers, you’ll be curious about their needs and not be afraid/ have courage to say when we can do more. Put simply, you’ll be responsible for delivering an outrageously amazing customer experience you’ll be proud of.

In this role, you will lead a team of Digi water specialists. As your own “mini-water supplier” you will have full accountability for the happiness and service of all our customers who choose to interact with us through Whats App, Trust Pilot and our Social channels.

Leading a small autonomous team, you will be responsible for delivering excellence in every part of the customers experience for your unique customer base. Working closely with your customer manager and team, you will have autonomy over decisions related to operational processes, prioritisation of work, financial discretion for resolving customer issues and the ability to implement cutting edge ideas that improve the lives of your team and our customers.

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 the world’s best, most efficient caring Customer team.

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.

We are an evolving team, which means we don’t always get it right. We take everything as a learning curve and expect you to be spotting problems and coming up with solutions to help us continually improve.

We’re looking for experienced people leaders who are enthusiastic, positive, and committed to driving our customer experience ambitions. Get ready for an ever-changing environment! We’re constantly looking at ways to make the lives of our customers and teams more awesome, so there is constant testing and learning. No matter the situation, we expect you to be flexible with your time and excited to take on the challenge.

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.

• Day to day coordination of your team, including prioritisation of work (e.g. between customer facing tasks and ad‑hoc projects and scheduling)
• Helping the team by dealing with customer escalations through both Whats App, Trust Pilot as well as email and looking for opportunities to avoid future escalations
• Monitoring and maintaining performance & response handling times in line with expectations
• Monitoring any complaints to ensure awesome resolutions within agreed timescales.
• Identifying opportunities for improvement: for example, in day‑to‑day processes, team organisation, quick technology wins, or indeed in any way that you think would improve the team’s performance
• Working directly with peers in a collaborative manner to drive performance
• Being the super hero’s – moving in to support other teams who need your help
• Not forgetting about yourself! What other training might you find useful? Are there other things you’d like to be involved in or incorporate into your role? Would training from/shadowing other members of the team or company be useful?

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…