Customer Contact Training Manager

Customer Contact Experience Training Manager

Do you want to join a FTSE 100 as a Customer Contact Experience Training Manager and use your experience to enhance our offering?

As a Customer Contact Experience Training Manager you will drive the embedment of all Customer Experience training interventions, including the Connected Customer Culture Programme (C3) with a focus on coaching through to leadership levels.

You will have a continued focus on the delivery of a customer centric culture in the operational contact centre environments which embeds all customer experience training interventions.

In the role of Customer Experience Training Manager you will proactively consult with and work alongside broader teams including operations, complaints and quality teams to identify and support skill, behaviour and mindset training requirements.

Here at Severn Trent we take pride in knowing we come to work each day and help make a difference to our customers, working together with our colleagues to solve problems as soon as we can. Our Customer Contact Experience Training Manager role sits at the heart of this value with the opportunity to really make a difference to our Customers.

As aCustomer Contact Experience Training Manager, your key accountabilities will include….

• 
  To deliver Contact Centre specific cultural change capability to the business through the Customer Contact population, related to leading changes in customer orientation, owning performance and call quality coaching
• Provide a range of embedding and coaching support post training: including observing meetings, 121s, coaching sessions; listening in, call analysis and calibration.
• Deliver the Connected Customer Culture Programme Leader interventions to embed the Programme through observations, coaching, call analysis and calibration.
• Monitor and manage the Customer Experience Development Training team

What key skills and experience will you need to be successful in the role of Customer Contact Experience Training Manager?

• 
  Extensive proven experience of working in a Customer centric related role with proven success in delivering customer satisfaction. In this role our customers are at the heart of every decision, you will need to have demonstrable experience of leading a team in a customer focussed training environment.
• Experience of designing and delivering learning and embedment that improves performance for Customer Experience
• Experience of successfully leading, developing and motivating teams particularly in a changing environment
• Experience of driving performance improvement through coaching, goal setting and effective feedback
• Experience in working in a demanding, target driven and fast-moving environment
• Experience of effective stakeholder management and senior leadership coaching

What key capabilities will you need to be successful in this role?

• 
  Excellent customer and colleague engagement skills
• Able to respond positively and flexibly in a changing environment to fast changing business needs and embrace the introduction of new technologies, approaches and customer engagement channels to support embedment.
• A collaborative approach and ability to communicate effectively and liaise with people at all levels
• A high energy facilitation style which demonstrates energy and credibility
• The ability to set context for Customer Experience which inspires and motivates change
• The ability to work in a resilient manner in a demanding and changing, target driven environment whilst maintaining team performance and delivery
• Ability to think objectively, to interrogate customer impacting performance data and to create and identify successful interventions to improve performance through skills and capability development.
  

Severn Trent benefits include:

• 
  Competitive Salary
• Fantastic Pension scheme – The company contribution will be twice your contribution (Up to 15% when you contribute 7.5%)
• 28 days holiday (vary from role level) plus 8 bank holidays, with the option to buy or sell up to 5 additional days per year
• Comprehensive flexible benefits scheme
• A chance to save up to five hundred pounds per month for three or five years, with the option to buy Severn Trent Plc shares at a discounted rate.

For more details, please visit: https://www.severntrent.com/careers/why-choose-us/benefits-and-pay/

Additional Information:

Location: This role could be based out of Severn Trent Centre in Coventry, Pride Park in Derby or Shelton in Shrewsbury and will involve travel across all three sites

Why Severn Trent?

Think of water and you probably think of us. We’re one of the largest regulated water companies across England and Wales. Severn Trent runs through the heart of the UK, providing essential services from the Bristol Channel to the Humber, and from Shropshire to the East Midlands.

In Wales, our customers are looked after by Hafren Dyfrdwy, our new company is the teaming up of Dee Valley Water and Severn Trent and will bring wonderful water to mid and north-east Wales.

The partnership combines an existing warm community approach, with the perks of being part of a wider public company.

Together we are part of Severn Trent PLC where our passion is making sure wonderful water reaches our customers and taking their waste away safely, so that they can put the kettle on or jump in the shower without thinking.

Our teams are dedicated to maintaining the flow of water to and from our customers’ homes. We’re continually investing in our people and infrastructure, so everyone can tap into the wonderful water we provide well into the future.