SEVERN TRENT
Digital Customer Manager
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Business Unit: Customer Solutions
Division: CS CC Customer Delivery
Pay Grade Level: Level 2 - Team Manager
Post End Date: 23-Aug-26
Salary Range: £44,000 - £57,000
Role Type: Full Time Contract
Secondment Length: NA
Recruiter: Daniel McCormack
Manager Name: Ed O’Connor
LET’S CUT STRAIGHT TO IT
Are you looking for your next leadership challenge?
We are looking for a customer-centric leader to join us on our mission to provide best-in-class customer experience. Based at the heart of our Customer Hub, do you want to lead our teams of great people who do more, because we care. You’ll work with our customers & communities, being curious about their needs and do everything to meet their needs. Put simply, you’ll be responsible for delivering an outrageously amazing customer experience you’ll be proud of.
LET’S TELL YOU MORE
As a Digital Customer Manager, you will lead and motivate high-performing teams of water specialists, ensuring they deliver exceptional experiences for our customers. Working alongside two other Customer Managers, you’ll oversee our Digital Operations teams that manage all billing interactions across our digital platforms, including WhatsApp, social media, and Trustpilot.
The individual teams you lead are ultimately responsible for £400m in revenue. As the teams evolve, you’ll be responsible for spotting talent and then nurturing them through coaching and mentoring, so they are ready for a step into Managership. Understanding your team-to-customer-ratios, customer needs, and overall performance, you’ll need to create recommendations about how your teams need to adapt, evolve, or create entirely new teams if required.
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 a high-performing team delivering outrageously good customer service.
But it’s not just you. You’ll also inspire Team Managers and other Customer Managers to identify and foster best practice approaches, tools, and techniques that the wider business can use.
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Key Accountabilities in the Role Will Be:
- First-line responsibility for looking after our customers – both personally and through your Team Managers and their Team members (around 70 team members)
- Day-to-day coordination of your teams, including ensuring your Team Managers have the right support and tools to prioritize work
- Helping your teams by dealing with manager escalations through both phone and email
- Monitoring any complaints to ensure awesome resolutions within the agreed timescales
- Identify and develop best practices approaches, tools, and techniques that the wider business can use
- Attend weekly meetings with your colleagues to drive performance, empowerment, and accountability
- Identifying where other teams need assistance and helping to reassign resource if needed
- Ability to identify exceptional behaviours and talent in others.
- From time-to-time working on specific projects to move the business forward that either you have suggested or that you’re passionate about.
You'll be based at our newly refurbished site in Leicester but will be required to travel to other sites in the Severn Trent region. You’ll work within the Customer leadership team and have direct line management of 4 team leaders who will each have 12 reports themselves. With this being such a critical role, we’re looking for someone who can join us 37 hours a week, Monday to Friday.
HOW WE WORK
You'll join a caring culture that collaborates to achieve, grow, and develop. Our employee engagement scores are among the highest globally in energy and utilities. That’s why we value in-person moments to keep our culture alive and why for this role you’ll usually find us in the office during our working hours.
WHAT WE’RE LOOKING FOR
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.
Customer service is vigorous and can be tough. We’re looking for people who can deal with challenging situations and empathize with customers who are facing complex problems. Leading multiple teams of customer service people means that at times you’ll feel stretched across multiple internal and external issues, you’ll need to handle tricky personnel issues and keep the overall team motivated at times when everyone is stretched. You’ll need to be confident in prioritization, set clear expectations, and be rigorous on your follow-through.
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You will have the ability to think on your feet in the moment and make a call on the right decision for the customer.
Skills and experience are important, but character, positivity, and a caring attitude matter too. We 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. We seek people who get involved, want to be part of something bigger, and make a difference because they care.
HOW WE’LL REWARD AND CARE FOR YOU IN RETURN
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:
- 28 days holiday + bank holidays (and the ability to buy/sell up to 5 days per year)
- Competitive salary offering of £44,000 - £57,000
- Annual bonus scheme (of up to £2,225, which is subject to eligibility)
- Family-friendly policies (including a year off fully paid maternity and adoption leave)
- 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
- Two paid volunteering days per year
LET’S GO
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.
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