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Smart Metering Strategy – Customer Performance Manager
Severn TrentSmart Metering Strategy & Customer Performance Manager at Severn Trent Water, handling customer complaints and enhancing customer journey through data insight and team leadership.
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
customer complaint managementdata analysisteam managementpresentation skillsstakeholder relationship buildingissue identificationarticulation of insightsperformance management
Industry Keywords
water industryoperational environmentscustomer experienceMidlands sites
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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