Community Liaison Officer

Severn Trent; West Midlands; On-site; GBP 25,000 - 45,000; Full time

Job description

Our people are what makes Severn Trent a truly exciting and inclusive place to work. We’re a team of over 9,000 people with a purpose to deliver one of life’s essentials, and we do it all while thriving in our unique culture.

At Severn Trent, we’re embarking on an exciting £415m project to replace 870 miles of old water pipes across the Midlands – and we want you to be part of it. The new pipes we’re installing will last for up to 100 years. This is the biggest investment in water infrastructure in the region in a decade, and it’s set to improve water quality, reduce leaks, and make our water supply more reliable for millions of people. We’re looking for a Community Liaison Officer to join our Chief Engineer team on this exciting Mains Renewal programme.

EVERYTHING YOU NEED TO KNOW

As our Community Liaison Officer, you’ll be responsible for all stakeholder management or mains renewal programmes, managing escalated stakeholder & customer complaints, creating and delivering a proactive plan.

Upon working on a plan, you will ensure renewal work can proceed in line with planned time scales whilst balancing competing demands to provide the best outcomes for customers. You’ll provide end-to-end communication to customers, ensuring customers & stakeholders have the most up to date information.

Key Accountabilities

1. Accountable for managing escalated customer complaints relating to the mains renewal programme. Empowered to make decisions for the best outcome for customer satisfaction, limiting disruption and negative perceptions of the mains renewal programme.
2. Provide hyper care to customers who escalate complaints, ensuring they are reacted to in an efficient manner, and a resolution is sought swiftly.
3. Liaise and manage the relationship with local councils to ensure they are fully informed & brought into the renewal programme, enabling a smooth project.
4. Influencing key external stakeholders to ensure that queries are responded to in a timely and efficient manner.
5. Responsible for all rebates relating to customers who are significantly impacted by the programme.
6. Organising and facilitating townhalls with local customers, business & organisations to provide detail to gain stakeholder buy in in advance & during the planning phase.

What You’ll Bring To The Role

To be successful in this role, it is expected that you will be able to:

1. Work in a role managing multiple stakeholder relationships with competing interests.
2. Handle challenging conversations and circumstances which require clear communication to maintain strong customer relations and improve customer satisfaction.
3. Exhibit strong problem-solving skills, with the ability to manage multiple complex customer complaints, with lots of innovative thinking required to resolve sometimes unique problems.
4. Be expected to carry out standby duties and may need to cover the entire Severn Trent region while carrying out these duties.
5. Having prior experience working within the utility sector or water industry is beneficial.
6. Full UK driving license is essential.

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 involved. 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:

• 28 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
• Annual bonus scheme (of up to £2,250 per annum based on company performance)
• 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 volunteering days per year.

What’s 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 your curiosity has been piqued and you're wanting to find out even more, search 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!