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Customer Advisor
Customer Solutions - Customer Advisor Role
Business Unit: Customer Solutions Division: CS CC Customer Delivery Pay Grade Level: Level 1 - Customer/Operational Frontline Post End Date: 10-July-2026 Salary Range: £27,495.68 Role Type: Full-Time Contract Start Date: 7th September 2026 (assessment after application)
About Severn Trent
At Severn Trent, our people are at the heart of everything we do. We’re ranked in the top 5% of utility companies worldwide for employee engagement and hold a strong Glassdoor score, reflecting our commitment to an inclusive, supportive, and impactful workplace.
Join us to make a positive difference for the environment and our communities while being valued and nurtured within a culture that cares.
About the Role: Customer Advisor
As a Customer Advisor with Severn Trent, you’ll provide proactive and personalised support to customers via phone and email. The role demands creativity, empathy, and problem-solving to ensure we meet customer needs in a way that feels human and tailored.
Your colleagues are cheerful, determined, and enthused about shaping the future of the water industry. Expect working in a dynamic environment where innovation and collaborative problem-solving are key.
Responsibilities:
- Engage with customers remotely to resolve queries, issues, or care needs.
- Take full ownership of the customer experience from initial contact to resolution.
- Adapt to everydanging issues with curiosity and pragmatism — there will be no concerns "too big or too small."
- Collaborate with team members to deliver seamless service.
- Identify inefficiencies or barriers to exceptional customer care and advocate for improvement.
- Participate in continuous training using our Academy program.
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Career Growth & Development:
- Flexibility. We recognise the variability of challenges each day and emphasise continuous learning.
- Commitment to Training. A 4-week training process will prepare you fully before starting work from September 7, 2026.
- Systematic Support. Even after settling in, empowering training ensures we focus on long-term progress.
Requirements & Culture Fit
We prioritise character, positivity, and caring above all else. While technical skills matter, we value diverse backgrounds, fresh perspectives, and passion.
Key Attributes:
- A helpful and approachable attitude (you’ve always been the one who’s quick to lend a hand).
- Resilience. Our environment is fast-paced, demanding flexibility and adaptability.
- Ownership. You must feel accountable for every customer interaction you handle.
- Collaborative spirit. Part of making the team thrive is relishing shared successes.
- Inclusivity. We celebrate diversity because teamwork stronger when everyone is just "here and there."
Location
The role is based at our Pride Park site in Derby. Daily hours range from 8:00 AM to 6:00 PM, with team collaboration being core.
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Work Culture
With employee engagement ratings among the highest globally in energy and utilities, our culture thrives on human connection. This role expects you to contribute at Pride Park, embracing teamwork and participation.
Benefits
Compensation & Incentives:
- Base Salary: £27,495.68
- Annual Salary Rise: Earn better each year.
- Bonus Scheme: Eligible to receive up to £1,500.
- Parent/Parental Leave: A year’s fully paid maternity or adoption leave.
- Pension Scheme: Company doubles up to 15% (when you match 7.5%).
Flexibility & Support:
- Holiday Entitlement: 25 days + bank holidays (extra hours for partial adjustments).
- Volunteering Days: Two paid days per year to contribute to community support initiatives.
- EV Scheme: Access to an electric vehicle sponsorship program.
Personal Development:
- Severn Trent Sharesave: Buy company shares at a discount.
- Dedicated Training and Development Programs: Ongoing upskilling.
Next Steps: Join Us
We can’t wait to hear from you!
- Have your updated CV ready
- Apply for the role and be prepared for our representative and inclusive recruitment process
Once hired, complete an online assessment within 5 days of receiving the email link. Your team and Severn Trent are looking forward to your impact!
Come and make your mark because you care.
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