Role Title: Customer Journey Technician / Customer Service AdvisorBusiness area: Customer Service Location: Pride Park / Derby (weekends are WFH once you have passed training)Hours: 2-10 pm including weekendsKey Accountabilities: - Proactively manage customers through any potential failures in delivery to avoid complaints and repeat calls by keeping them advised of status of work and the steps that are necessary to complete their work. - Manage customer expectations on works that need to be rescheduled due to events and emergencies. - Work collaboratively across Workforce Planning and Optimisation and Operational areas to prioritise customer commitments that are broken or jeopardised to establish the quickest and more effective way to restore trust and belief that work will be carried out. - Build and sustain excellent stakeholder relationships from frontline staff to regional business leads within Severn Trent Water and across our 3rd party contractors, highways agencies, councils, and any other relevant suppliers. - Provide coaching and upskilling across Workforce Planning and Optimisation in customer handling skills to support colleagues in how to deliver difficult messages and handle objections/challenges in a professional and resilient manner. - Case managing high profile customer issues/ongoing complaints so that customers are pro-actively kept informed and supported whilst their queries are being delivered.- Conducting Root Cause Analysis of written reportable ..... full job details .....