Operational Complaints Specialist

At Severn Trent, our people are at the heart of everything we do. We’re in the top 5% of utility companies worldwide for employee engagement, and we’re equally proud of our strong Glassdoor score — reflecting how much our people love working here. Join us in making a positive impact on the environment and our communities, while being valued and supported in a truly inclusive workplace.

If you want to do more, because you care, we want you on our team.

We’re looking for an Operational Complaints Specialist
, who will be responsible for driving best practices responses to our customers, setting a benchmark that resolves complex customer issues and taking ownership of the end-to-end customer journey
. Working with the Operations Complaints Advisors
, to adopt a consistent tone of voice and adhere to key customer experience principles.

You will be based in our head office in Coventry working alongside our COSC Service Recovery team who all love what they do.

And if that wasn’t enough, you’ll be Providing consistent customer satisfaction from high level complaints from start to finish finding a resolution
, working within a team environment.

Your brilliant interpersonal skills
, care and passion for delivering positive customer experience is what we’re looking for as you’ll be talking to our customers directly by keeping them regularly informed on the status of their complaints and finding a resolution.

You’ll have drive and enthusiasm
, offering the customer consistency and results, whilst delivering an excellent Customer experience. Adhering with the company’s procedures and policies. You’ll have previous experience of working in a customer facing role, adopting a customer centric culture. Acting as a senior and supporting the team as a whole.

You’ll have the ability to work at pace and under pressure while remaining calm and self-controlled, able to coach constructively
and effectively based on robust analytics. You’ll have strong capabilities to complete detailed root cause analytics.

You’ll have strong skills to complete detailed root cause analysis, evidencing TARGET/CMP system knowledge where necessary to react a conclusion. Complete detailed root causes analysis to stage 2 complaints, using the analysis to inform people and process improvement plans, and calibrating responses to drive consistency across teams. With your specialist knowledge of working within the water / waste environments.

As expected, you’ll need to work to service levels to achieve the customer and company’s required outcomes, whilst proactively looking for opportunities to improve processes.

Skills and experience are important, but character, positivity, and a caring attitude matter too. We welcome and celebrate diverse individuals, knowing they help us better serve our communities. We seek people who get involved, want to be part of something bigger, and make a difference because they care.

It's not just a job; it's a career. We offer benefits that reward great work and award-winning training to help you reach your potential. Plus, you'll contribute to the environment and community too. Here are some of our favourites:

• 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%)
• Share save – 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

We can’t wait to hear from you! Have an updated CV ready and spare five minutes to apply. We'll let you know the outcome after the closing date, so keep an eye on your phone and emails.