Department:
COSC Salary (£): £, - £, Virtual DST
We are currently recruiting a permanent and -month FTC Virtual DST.
Hello, we’re Severn Trent and we think water is wonderful. Oh, we’re pretty keen on people too.
hours a day, days a year we serve million households and business across the heart of the UK. Each cuppa drank and every toilet flushed is only possible because of the brilliant team members working across our patch.
We welcome people from all walks of life and celebrate individuality. We know diverse minds, experiences and backgrounds help us to learn and better serve our customers and the communities where they live.
If you want to do more because you care, we’d love to talk to you. There really is something for everyone here.
EVERYTHING YOU NEED TO KNOW
Our purpose is taking care of life’s essentials, but we’re also big on making a difference, not just because we should but because we care.
Working within our Virtual field team we have amazing opportunities to become a Virtual DST! In this role you will predominantly be communicating with our customers directly through a number of different channels such as FaceTime, WhatsApp, Google Duo, Skype, photographs or VYN with the aim of mitigating the need to send a field engineer.
Working in this role you will be involved in a number of daily tasks designed to improve our customer experience, these daily tasks include; resolving customer queries at first point of contact, raising jobs straight to repairs ( Repair and Maintenance teams) and raising follow on work for our field Engineer’s to attend site to investigate. Also, as our new Virtual DST you will communicate closely with a variety of our stakeholders, answering customer video calls from COSC and working with our rd party contractors, local councils.
Furthermore, you will be working with the end goal of creating capacity in the county DST Area, allowing better prioritisation of work, which then improves our response times to higher priority work and allows us to carry out other beneficial activities such as proactive checks and maintenance on our network assets.
We have permanent opportunities within the team, so if you’re looking for a role which allows you to expand your skill set, learn something new, and drive the improvement of our customer experience, please keep reading.
WHAT YOU’LL BRING TO THE ROLE
Your key accountabilities in helping us will be:
1. You will carry out Lead replacement Assessments in accordance with current water regulations and guidelines.
2. As part of your day to day will use Business applications such as SAP, EEC, FSM, CMP, GISST live and VYN
3. You’ll get to work alongside Business Partners to help promote improvements on the Distribution Network.
4. You will be accurately assessing Video calls/Photo’s to be able to effectively assess the location of future repair and maintenance work by colleagues, in order that the correct arrangements can be made for “right first time” repairs or ensure the right Department is attending the reported issues. Furthermore, you’ll be liaising with Network Control, Gang Scheduling, DST scheduling & COSC to ensure best resolutions for customers.
5. You’ll be accountable for your own health & safety and have a duty of care to your colleagues & anyone affected by the work we do, for example, general public / site personal. This will involve a need to exercise judgment of the risk / impact of leakage activities our customers, the general public, and road-traffic users to ensure compliance with our statutory, regulatory and company standards at all times. You will also need to carry out risk assessments in conjunction with own tasks and that of follow on work.
6. You will need to perform the duties of the role in compliance with statutory or regulatory standards, – NRSWA (New Roads & Street Works Act) and environmental.
7. You’ll aim to deliver excellent customer service in accordance with the Companies policies and standards with an aim to deliver the job right first time. To do this you’ll exhibit the right behaviours and responsibilities described in the behaviours model and to support the continual improvement.
WHAT’S IN IT FOR YOU
It’s not just a job you’ll get here; you’ll get a career too. We have a range of benefits that reward and recognise great work and award-winning training to ensure you reach your potential. And we’ll also help you play your part in looking after the environment and the community in which we live. Here’s some of our favourites:
8. Competitive salary
9. days holiday + bank holidays (and the ability to buy/sell up to days per year)
10. Annual bonus scheme (of up to £, per annum based on company performance)
11. Leading pension scheme – we will double your contribution (up to % when you contribute ;
12. Sharesave – the chance to buy Severn Trent Plc shares at a discounted rate
13. Dedicated training and development with our ‘Academy’
14. Electric vehicle scheme and retail offers
15. Family friendly policies
16. Two volunteering days per year