Overview
At Severn Trent, our people are at the heart of everything we do. We’re in the top 5% of utility companies worldwide for employee engagement and are proud of our strong Glassdoor score, reflecting how much our people love working here.
Join us to make a positive impact on the environment and our communities, while being valued and supported in a truly inclusive workplace. If you want to do more because you care, we want you on our team.
We’re building a brand‑new Executive Complaints Team focused on continuous improvement driven by customer complaints. The team is led by a new CEO with a huge focus on improving customer experience.
Responsibilities
As an RCA Specialist your core will be to turn executive‑level complaints data into actionable insights and learnings. You’ll work with the Data Specialist and the business to identify patterns and opportunities to improve, then implement that message to stakeholders so we are learning from issues raised.
You’ll bring a natural curiosity, asking “Why did this happen? And how can this not happen again?” to customer issues that come your way. With ownership and stakeholder management you will provide clear, actionable feedback for the business area.
To gain insight into issues, you will have the confidence and experience to facilitate workshops and collaboration sessions with the business areas to dig up everything required to analyse the root of the complaints.
This role runs Monday‑Friday, 37 hours per week, with flexibility on office base location within our region, and you are expected to travel frequently to our Head Office in Coventry.
How We Work
You’ll join a caring culture that collaborates to achieve, grow, and develop. We value in‑person moments to keep our culture alive, but also support flexibility to work from home when needed. You’ll usually find us in the office, but remote support is available.
Qualifications
- Strong analytical skills with the ability to interpret complex data and identify trends, patterns, and root causes.
- Experience working with data from multiple sources and systems, consolidating and presenting clear insight.
- Ability to challenge and influence stakeholders to improve quality of analysis and outcomes.
- Strong attention to detail and a structured, methodical approach to problem solving.
- Excellent communication skills, translating data into clear, meaningful insight for a range of audiences.
- Experience working in a customer‑focused or regulated environment.
- Advanced communication (written & verbal) and stakeholder management & collaboration.
- Regulatory & risk awareness – understanding of complaint handling regulations.
- Root cause analysis (RCA) capability – linking complaints to broader business performance and recommending preventative actions.
- Data & insight literacy – interpreting MI dashboards and complaint trends and identifying emerging themes or repeat issues.
- System & process proficiency – strong use of case management / CRM systems.
- Prioritisation & case management.
- Resilience & professional judgement.
Benefits
- 28 days holiday + bank holidays (with the option to buy/sell up to 5 days per year).
- Annual bonus scheme (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.
- Two volunteering days per year.
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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