We’re looking for a Customer Site Lead (Digi Ops) to deliver outrageously amazing customer experiences and be a transformational leader. We want to create waves in the water industry with how we do things so there’s probably a few things you should know……
We’re pretty obsessive. Working within our Customer Hub means we think about our customers a lot. A lot a lot. Because we care. We answer emails from customers. We answer calls and handle complaints because we’re curious about their needs and not afraid/have the courage to say when we can do more. We think constantly about what makes great experiences, great stories and great reasons for people to join us. We’re proud of what we do.
We understand that the role of a great leader isn’t to manage performance, but it’s to build great teams. We’re looking for someone who has a proven track record of building exceptional, high performing teams. You can trot out some good metrics and make decent slides - but actually what you really know is, humans. You know what makes people happy and what makes them sad - and you understand why this affects their performance. You know how to nurture talent and develop people, how to empower and inspire en-masse. Ultimately, you’re able to create culture that people love where high performance is the norm.
EVERYTHING YOU NEED TO KNOW
Our role of Customer Site Lead (Digi Ops) is responsible, amongst many other things, for our external relationships with Trust Pilot and all our Social Media channels including WhatsApp. Working with multiple senior management members (SMT and STEC) to ensure and then deliver our customer service in a public arena for all to see.
You will do this with a team of around 110 colleagues and a budget of £4M p.a. to manage and optimise. This role is highly visible externally as all our discussions with our customers on Trustpilot and Social media are visible to all – therefore the strategy of our approach, how we support and what we do is critical to our success – this is where we need your skills and expertise alongside curiosity. This is looking both short term and tactical all the way through to a strategy full of ambition across the next 3 years.
Get ready for an ever-changing environment! We’re constantly looking at ways to make the lives of our customers and teams more awesome, so there is constant testing and learning. We want you to find and take opportunities to help make this happen. No matter the situation, we expect you to be flexible with your time and excited to take on the challenge. We are currently on a large-scale transformational journey as we implement the Kraken platform to drive outrageously good customer service for our customer base. However, our change journey does not start or end here!
WHAT YOU’LL BRING TO THE ROLE
You’ve led a team, and we don’t mean managing a team - you’ve led people to do great things. Your enthusiasm means awesome people will follow you, you get stuff done. You create the movement that others follow. You will be accountable for all the non-telephony channels, how we can improve that experience for our customers, how our teams access these various new pieces of kit and approaches. Building up new digital customer approaches will be your bread and butter! Your Business Readiness team will ensure that all of the Customer Delivery family are aware of the amazing changes coming down the tracks, ensuring that stakeholder challenges are being discussed and positive collaboration reached – this will reach across all 500 of our colleagues.
You’re a grafter, but you’re a smart grafter, you put effort where you know it delivers the most value, we want leaders who have the courage to know where their value is best spent.
You have a great ability to go from 35,000 feet - thinking strategically, to 10 feet - helping a Water Specialist grow and develop. You have a burning desire to share your skills and ensure people in the operation are always growing and developing.
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 are just some of our favourite's perks that you’ll get being part of the Seven Trent family:
- 31 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
- Annual bonus scheme (of up to 20% of salary dependent 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’
- Car allowance of £5,208 pa (pro-rata where appropriate)
- Private medical cover, life assurance, income protection and personal accident cover
- Electric vehicle scheme and retail offers
- Family friendly policies (including, a year off fully paid maternity and adoption leave)
- Two volunteering days per year
WHATS NEXT?
We can’t wait to hear from you.
Before you apply, you’ll need an updated copy of your CV and about five minutes to spare. We’ll always let you know the outcome of your application after the closing date - so keep an eye on your phone and emails.
And if this has sparked your curiosity, and you're wanting to find out even more, search #LifeAtSevernTrent on social media.
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