Job Title: Customer Service Advisor
Location: Severn Trent, Pride Park
Contract Type: 9-Month Fixed Term Contract
Salary: £13.32 per hour
Hours: 37 hours per week on a rotational shift pattern
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Shift Pattern:
• Early Shift: 06:30 - 14:30 (2 weeks out of 10)
• Day Shift: 08:00 - 16:00 (7 weeks out of 10)
• Late Shift: 12:00 - 20:00 (2 weeks out of 10)
• Weekend Shifts: 06:30 - 16:00 (2 weekends out of 10)
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Role Overview:
As a Customer Service Advisor within the Planning & Scheduling function at Severn Trent, you will play a vital role in our Field and Contact Centre operations. You will be responsible for managing and scheduling the workflow for our field operatives and technicians, ensuring that all work is completed on time and to the highest standard. This role requires close collaboration with external suppliers, field managers, operatives, local planning authorities, and customers.

Key Responsibilities:
• Scheduling & Prioritization: Use our corporate planning tool, Click, to prioritize and schedule customer-appointed and proactive work for field technicians and repair crews.
• Customer Liaison: Keep customers informed about the status of their work requests, explaining the necessary steps to ensure their satisfaction.
• Compliance & Quality Assurance: Work closely with local operational teams and highway authorities to ensure that all work complies with local regulations and is completed to the highest quality.
• Service Level Management: Manage workflow against service levels and KPIs to meet both customer and business objectives.
• Continuous Improvement: Proactively seek opportunities to improve processes and contribute ideas in local meetings and continuous improvement groups.
• Jeopardy Management: Redistribute work throughout the day as priorities and service levels change to meet customer and business needs.

Experience & Capabilities:
To be successful in this role, you should possess:
• IT Skills: Strong proficiency in Microsoft Office suite.
• Pressure Management: Ability to work under pressure in a dynamic and changing environment.
• Communication: Excellent communication skills with experience in managing customer expectations.
• External Liaison: Experience in liaising with external bodies such as highway authorities and local councils.
• Analytical Skills: Ability to interpret and analyze complex information.
• Target-Driven: Experience working to service levels and individual targets.

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Why Join Us?
At Severn Trent, you will be part of a dynamic team where your contributions directly impact our operations and customer satisfaction. If you thrive in a fast-paced environment and are passionate about delivering exceptional service, we encourage you to apply.