Department: Customer Planning & Scheduling
Salary (£): From : £25,877.8
Job Summary
We’re looking for a Customer Journey Technician to join our Workforce Planning and Optimisation team in Pride Park, Derby on a permanent basis.
In the role you’ll proactively manage customers through any potential failures in delivery to avoid complaints and repeat calls. You’ll keep customers up to date on the status of their work and the steps that will be taking place to complete their job.
You’ll manage customer expectations on works that need to be rescheduled due to events and emergencies whilst working with colleagues across Workforce Planning and Optimisation and Customer Operations to prioritise customer commitments that are broken or jeopardised to establish the quickest and most effective way to restore trust and belief that work will be carried out.
Deep diving into calls and complaints to improve processes, investigate issues and resolve problems will also be one of your responsibilities.
You’ll be joining a small team of 4 who are full of personality, are interactive and love to help each other.
In this role, you’ll operate within a working window of 8:00am – 17:00pm Monday – Friday.
About the Workplace
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.
Qualifications & Experience
We’re looking for someone who is customer focussed, with previous experience as a Customer Advisor or a similar role.
Having confidence talking to customers on the phone is key, using the right tone, pitch, and pace to listen to customers, show positivity, empathise with their concerns, and offer solutions.
You may have some difficult conversations with customers, but you’ll react positively, make rational judgements and take personal accountability and ownership of issues, escalating if you need to.
You face into change, with the ability to adapt to new requests to support different areas of the business. You could be supporting Water one day and Waste the next.
If you’ve previously worked with SAP, that would be beneficial but not essential. The team will train you to be a fully‑fledged Customer Journey Technician over a 4‑week period.
Skills and experience are important, but character, positivity, and a caring attitude matter too. We welcome and celebrate diverse individuals, knowing they help us better serve our communities. We seek people who get involved, want to be part of something bigger, and make a difference because they care.
Benefits
- 25 days holiday + bank holidays (and the ability to buy/sell up to 5 days per year)
- Annual bonus scheme (of up to £1,500, 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
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