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At Severn Trent we’re on a mission to build the most skilled teams around, with our purpose-built learning facility (the Academy!) dedicated to the development of all our teams across Severn Trent, it is no surprise that lifelong learning is an important part of our success.
We have an exciting opportunity for you to join our ambitious Academy team as aCustomer Contact Training Manager
Customers are at the centre of everything we do. From the CEO to our Data Scientists, everyone across the business deals with customers. In the Training Team, we’re lucky enough support all of our colleagues in having the best conversations with our customers every day. You’ll need to be willing to go to the ends of the earth to keep our customers impressed and excited
EVERYTHING YOU NEED TO KNOW
Join The Academy and lead teams dedicated to delivering exceptional customer experiences. You'll be curious about customer needs and courageous in suggesting improvements.
You'll oversee the Training function, driving the Customer Contact Learning and Development team to design, deliver, and embed various learning interventions.
Working closely with the Academy Customer Lead, you'll have autonomy over training decisions and the opportunity to implement innovative ideas.
You'll foster a culture of empowerment, learn from mistakes, and invest in your team's well-being and development, contributing to building the world's best Customer Training Team
Further Responsibilities Include:
* Oversee and support the training team (10 direct reports)
* Identify improvement opportunities in processes, organisation, and technology
* Analyse performance data and create interventions to enhance skills and capabilities
* Develop and implement a training strategy
* Manage relationships with Severn Trent Academy and external partners
* Collaborate with leadership and stakeholders to demonstrate the impact of learning investments
* Transfer accountability from training to BAU activities
* Attend weekly meetings with Operational Managers
* Coordinate training for new starters
WHAT YOU’LL BRING TO THE ROLE
We are seeking a candidate with over 2 years of experience in leading, developing, and motivating teams, from a contact centre background.
You should have a solid understanding of the learning and development field and be passionate about customer service, sustainability, and team development.
We value open-minded, flexible, and adaptable individuals who are approachable, inclusive and collaborative
Customer service can be challenging, so we need someone who can handle complex situations with empathy and a positive attitude
WHAT’S IN IT FOR YOU
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 some of our favourite perks that you get being part of the Severn Trent family:
* Salary of £45,000 - £55,000, dependent on experience and qualifications
* 28 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
* Annual bonus scheme (up to £2,250 based on company performance and 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
* Dedicated training and development with our Academy
* Electric vehicle scheme and retail offers
* Family friendly policies
* Two paid volunteering days per year
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.
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.
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