DescriptionTo
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.Key
ResponsibilitiesCase
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 follow-up
calls after completed visits to confirm that work has been carried
out to the customer’s satisfaction and address any concerns
early.
Operational
Coordination Liaise
with field teams, planners, and supervisors to support work
delivery across the Severn Trent Water metering and clean water
operations. Ensure all relevant operational
information is captured clearly, including access requirements,
customer expectations, and job notes. Support
the allocation and prioritisation of work based on urgency,
customer impact, and operational needs.
Data &
Reporting Maintain
accurate system records (e.g., Qualtrics, Modular Plus, SAP,
internal trackers) to support Severn Trent Water reporting
requirements. Log root cause, assignable
cause, next step, AM/PM slot, and ticket age fields
consistently. Identify incomplete or missing
operational or customer information and proactively resolve these
gaps. Customer
Experience & Quality
Provide clear, empathetic communication that helps
customers understand what is happening and what to expect next on
Severn Trent Water’s behalf. Help improve
customer satisfaction (CSAT) and influence C-MeX proxy performance
by ensuring a smooth, transparent customer journey.
Spot repeat issues, risks, or process gaps and feed these
back to leadership to support continuous improvement across the
contract.
Collaboration
Work closely with Project
Managers, supervisors, and the wider customer and operational
teams. Collaborate effectively with our
client, Severn Trent Water, including their Customer, Operations,
Planning, and Metering teams, to ensure aligned communication and
smooth case progression. Share information
proactively to prevent repeat visits, avoid miscommunication, and
reduce customer frustration. Support
colleagues and new starters by offering guidance and helping embed
good customer experience practices.
Skills, Knowledge and
Expertise Strong
communication skills with a calm, clear, and professional
manner. Good organisational ability with
attention to detail and reliable workflow management.
Confident using multiple systems and reporting
tools. Able to work under pressure, prioritise
effectively, and maintain a customer-first mindset on a regulated
water contract. A solution-focused, proactive
approach that helps prevent issues before they escalate.
BenefitsWe
offer a competitive salary based on experience along with a full
benefits package.
Network Plus is proud to be an Equal
Opportunity Employer. We celebrate
diversity and do not discriminate based on race, religion, colour,
nationality, sex, sexual orientation, age, veteran status,
disability status, or any other applicable characteristics
protected by law. We are
Armed Forces-friendly. We welcome applications from ex-Armed Forces
personnel, reservists, armed forces veterans, cadet instructors and
military spouses/partners.
We understand that privacy and the security
of your personal information is extremely important. By applying
for this role, you agree to the terms of our privacy policy which
you can find here -
https://networkplus.co.uk/privacy-and-cookie+-policy.
About Network Plus
Network Plus is an award-winning business
delivering essential utility and infrastructure services for the
UK’s major providers of gas, power, telecoms, transport, water, and
wastewater. We value the
variety of experience, perspective, and other points of difference
our workforce, clients, and supply chain offer.
We are actively working with colleagues
across the Network Plus Group to develop an inclusive environment –
we want all our employees to feel valued and included to enable
everyone to thrive at work and understand the value of their
contribution matters no matter their background, identity, or
circumstances.