Customer Co-Ordinator

Overview

To support the delivery of excellent customer service across the Severn Trent Water contract by acting as the central point of contact between customers, operational teams, and internal stakeholders. The role ensures that all customer interactions are managed efficiently, accurately, and with a strong focus on communication, service quality, an regulatory expectations.

Department: Severn Trent Water

Location: Gloucester

Compensation: £27,000 / year

Responsibilities

Case Management & Customer Support

• Handle customer enquiries, complaints, and updates professionally and promptly, ensuring alignment with Severn Trent Water’s service standards.
• Manage open tickets, ensuring next steps, due dates, and actions are updated accurately.
• Keep customers informed throughout their journey (KCI), reducing uncertainty and preventing avoidable escalations.
• Carry out proactive follow-up calls after completed visits to confirm that work has been carried out to the customer’s satisfaction and address any concerns early.

Operational Coordination

• Liaise with field teams, planners, and supervisors to support work delivery across the Severn Trent Water metering and clean water operations.
• Ensure all relevant operational information is captured clearly, including access requirements, customer expectations, and job notes.
• Support the allocation and prioritisation of work based on urgency, customer impact, and operational needs.

Data & Reporting

• Maintain accurate system records (e.g., Qualtrics, Modular Plus, SAP, internal trackers) to support Severn Trent Water reporting requirements.
• Log root cause, assignable cause, next step, AM/PM slot, and ticket age fields consistently.
• Identify incomplete or missing operational or customer information and proactively resolve these gaps.

Customer Experience & Quality

• Provide clear, empathetic communication that helps customers understand what is happening and what to expect next on Severn Trent Water’s behalf.
• Help improve customer satisfaction (CSAT) and influence C-MeX proxy performance by ensuring a smooth, transparent customer journey.
• Spot repeat issues, risks, or process gaps and feed these back to leadership to support continuous improvement across the contract.

Collaboration

• Work closely with Project Managers, supervisors, and the wider customer and operational teams.
• Collaborate effectively with our client, Severn Trent Water, including their Customer, Operations, Planning, and Metering teams, to ensure aligned communication and smooth case progression.
• Share information proactively to prevent repeat visits, avoid miscommunication, and reduce customer frustration.
• Support colleagues and new starters by offering guidance and helping embed good customer experience practices.

Experience and Qualifications

• Strong communication skills with a calm, clear, and professional manner.
• Good organisational ability with attention to detail and reliable workflow management.
• Confident using multiple systems and reporting tools.
• Able to work under pressure, prioritise effectively, and maintain a customer-first mindset on a regulated water contract.
• A solution-focused, proactive approach that helps prevent issues before they escalate.

Salary and Benefits

We offer a competitive salary based on experience along with a full benefits package.

Network Plus is proud to be an Equal Opportunity Employer. We celebrate diversity and do not discriminate based on race, religion, colour, nationality, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.

We are Armed Forces-friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.

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