customer success manager Derby, England
Job description
Have you had significant experience in the field as a Customer Experience Manager or similar role? Do you have previous experience of decision making and problem solving on site or remotely and possess excellent stakeholder management skills?
We’ve got a great 6 month opportunity to join our Developer Services team as a Connections Customer Manager based out of Raynesway who will be responsible for total customer ownership, proactively managing the customer journey from the point of handover from Design to Quote, through to handover to Scheduling for connection activity.
You’ll provide technical advice, guidance and documentation to allow a seamless quote to construct journey as well as provide support, problem solving and expertise to your group of allocated Connection Project Managers out in the field and internal scheduling teams.
EVERYTHING YOU NEED TO KNOW
You’ll make sure customers understand where they are in the connection journey, next steps, timescales, requirements and how to contact should they need to. Be available to take calls from customers - answering any questions, providing guidance, changing appointments etc. Check the customer is ready for the visit to take place, covering requirements for passing inspection, and then contact customers to confirm inspection outcome and next steps. Manage any issues / complaints are resolved satisfactorily between the Customer and Developer Services.
You’ll manage daily SAP queues to prioritise and organise workloads requests and arrange convenient quote appointments (<5 days), providing follow up confirmation and any relevant documentation. Create flexible work schedules for the Connection Project Manager and provide them with all relevant details and build work packages to allow a right 1st time field visit.
Hold regular update discussions with the Connections Project Manager to make them aware of any changes / requests and make sure Quoting Techs receive the quotation details back from the Connection Project Manager to create a quality customer quotation pack.
Provide excellent line manager and people development support to the Quoting Technicians.
WHAT YOU’LL BRING TO THE ROLE
You’ll have a keen eye for detail with excellent organisational skills, with a starter / finisher approach and operate with a customer first mindset. You’ll be confident to problem-solve in the moment and react positively when faced with challenging situations.
The right skills and experience are important. But if you have the right character, positivity and a caring attitude we want to talk to you, too.
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:
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)
- 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
- 10% monthly discount with Busy Bee Nurserys, and one-week free childcare
- Dedicated training and development with our Academy
- Electric vehicle scheme and retail offers
- Family friendly policies
- Two paid volunteering days per year
There maybe restrictions on some of the above benefits during the 6 month period.
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. If you’re not too sure about what you need to do, or have a question about the role before applying, please do reach out to our amazing team of recruiters at [email protected].
And if your curiosity has peaked and you're wanting to find out even more, search #LifeAtSevernTrent on social media.
Ps. we’ll always let you know the outcome of your application after the closing date - so keep an eye on your phone and emails!
