Overview

To support the delivery of excellent customer service across the Severn Trent Water contract by acting as the central point of contact between customers, operational teams, and internal stakeholders. The role ensures that all customer interactions are managed efficiently, accurately, and with a strong focus on communication, service quality, an regulatory expectations.

Department: Severn Trent Water

Location: Gloucester

Compensation: £27,000 / year

Responsibilities

Case Management & Customer Support

• Handle customer enquiries, complaints, and updates professionally and promptly, ensuring alignment with Severn Trent Water’s service standards.
• Manage open tickets, ensuring next steps, due dates, and actions are updated accurately.
• Keep customers informed throughout their journey (KCI), reducing uncertainty and preventing avoidable escalations.
• Carry out proactive f...