Customer Journey Specialist - Derby, United Kingdom - SEVERN TRENT

SEVERN TRENT
SEVERN TRENT
Verified Company
Derby, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
We're Severn Trent and we think water and people are wonderful


24 hours a day, 365 (sometimes 366) days a year we serve 8 million people across the heart of the UK.

Each cuppa drank, and toilet flushed is only possible because of the 6,500 brilliant people working across our patch.

This role is vital to the service we deliver those 8 million customers, and we think you'd love it.


EVERYTHING YOU NEED TO KNOW


We're looking for a
Customer Journey Specialist to play a major part in the smooth day to day running of operations.

The role is primarily to support our customers with their needs, keeping them updated and informed. Ensuring they fully understand each query is equally as important to us & communicate with customers accordingly.


You'll be based in our modern
Pride Park site where you'll be able to park for free or get to with ease with loads of local travel options.

You'll work within alongside our 280 strong
Workforce Planning & Optimisation Team who all love what they do.


And if that wasn't enough, you will be responsible for keeping track of customer journeys, interacting with customers across various channels and coordinating with internal and external stakeholders including external suppliers, field managers and operatives, the local planning team, and local authorities to effectively manage our customers journey keeping them at the heart of what we do.


You will successfully manage our customers journey in-line with our workflow against service levels and KPI's ensuring that we meet our customers' expectations and business objectives.


There is a real opportunity to put your individuality on this role by looking for opportunities to improve processes and feed your ideas in local meetings and continuous improvement groups.

In turn delighting our customers & making a real difference across our region.


WHAT YOU'LL BRING TO THE ROLE
Your brilliant customer service skills, care, and passion for driving great customer experience is what is key to this role:

Your key accountabilities in helping us will be:

  • Proactively manage customers through any potential failures in delivery to avoid complaints and repeat calls by keeping them advised of status of work and the steps that are necessary to complete their work.
  • Manage customer expectations on works that need to be rescheduled due to events and emergencies
  • Work collaboratively across Workforce Planning and Operational areas to prioritise customer commitments that are broken or jeopardised to establish the quickest and more effective way to restore trust and belief that work will be carried out.
  • Build and sustain excellent stakeholder relationships from frontline staff to regional business leads within STW and across our 3rd party contractors, highways agencies, councils, and any other relevant suppliers.
  • Provide coaching and upskilling across the wider teams in customer handling skills to support colleagues in how to deliver difficult messages and handle objections/challenges in a professional and resilient manner.
  • Case managing high profile customer issues/ongoing complaints so that customers are proactively kept informed and supported whilst their queries are being delivered.
  • Owning continuous improvement for KCI activities and best practice across WPO, using SBF techniques and skills, to identify and reduce common failures and customer reported issues then supporting the implementation and sustaining of agreed solutions.
  • Conducting Root Cause Analysis of written reportable complaints within WPO, in turn supporting across company customer complaints functions to improve the speed of reply and reduction in WPO caused failures.

Additional Information:


This role is on a rolling 8 week shift pattern working 37 hours per week and 2 weekends in every 8 weeks with rostered days off following each weekend worked.

Working window Monday - Friday 08:00 - 20:00.

Weekend working window 08:00 - 16:00.

This role is fundamental to our colleagues, customers and suppliers. We are always striving to deliver great service and be the best at what we do.

The right skills and experience are important. But if you have the right character, positivity and a caring attitude we want to talk to you, 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 want people who show up and get involve.

Those who are ready to be part of something bigger and who want to make a difference because they care.

Is that you?


WHAT'S IN IT FOR YOU
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 we'll also help you play your part in looking after the environment and the communities where we live.

With that in mind, here
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