At ST Connect, we firmly believe in sustainability as the driver of positive change for all, and we care deeply about making a positive impact on our environment, customers and communities – which is why we’ve made it our mission to power the UK towards a sustainable circular economy.
As a subsidiary of the FTSE 100 company Severn Trent who’s committed to delivering the Triple Carbon Pledge by 2030, we also play a critical role in supporting our parent company to reach this target and tackle the climate change challenge.
EVERYTHING YOU NEED TO KNOW
At ST Connect we are seeking a Customer & Developer Services Manager.
This is a key leadership role at the heart of Severn Trent Connect, reporting directly to the Head of Connect. As Customer & Developer Services Manager, you'll shape and enhance the end-to-end customer and developer experience, leading high-performing teams to deliver outstanding service, drive operational excellence, and support sustainable business growth.
The role provides strategic leadership across Customer Services, Developer Services, regulatory engagement, contractor performance, customer vulnerability, and asset adoption. Acting as the senior lead for customer and developer operations, you'll influence business strategy, champion continuous improvement, and ensure Severn Trent Connect consistently delivers on its regulatory, commercial, and customer commitments.
Some key accountabilities include: -
- Lead strategic engagement with developers, consultants and contractors to support growth opportunities and enhance service delivery.
- Provide technical governance and assurance for complex developer services activities and asset adoption decisions.
- Resolve complex technical, commercial and customer issues that present significant business, regulatory or reputational risk.
- Evaluate technical design-and-build submissions for wastewater network assets
- Act as deputy to the Head of Connect as required, providing leadership continuity, operational decision-making and business representation across all customer and developer service functions.
- Own and deliver strategic improvement plans that support business growth, regulatory performance, customer outcomes and operational efficiency.
- Provide leadership across multiple functional disciplines, ensuring alignment between Customer Services, Developer Services, Operations, Asset Management and Commercial teams.
- Lead the Customer & Developer Services team, providing visible and proactive leadership
- Set and continuously improve the end-to-end customer and developer service model
- Champion customer-centric culture and act as the voice of the customer internally
- Determine future resourcing needs and lead recruitment for additional FTE as needed
WHAT WE ARE LOOKING FOR
In order to be successful in this role, you’ll need significant experience operating with autonomy and accountability at a senior management level within a regulated utility or similarly complex environment. You’ll have a strong track record of leading multi-disciplinary teams, managing competing operational, customer, regulatory and commercial priorities, and delivering service improvements, organisational change and cross-functional transformation.
You’ll also bring a strong understanding of wastewater networks and civil engineering principles, alongside experience managing third-party contractors, outsourced partners, regulatory risk and compliance obligations. You’ll be confident engaging with stakeholders and regulators, influencing senior leaders, presenting recommendations and performance outcomes, and representing the organisation externally. Previous experience in developer services, billing operations, Ofwat regulation, the Water Industry Act 1991, wastewater treatment, complex sewerage assets, or vulnerability and accessibility initiatives would be beneficial.
HOW WE’LL REWARD AND CARE FOR YOU
It's not just a job; it's a career. We offer benefits that reward great work and award-winning training to help you reach your potential. Plus, you'll contribute to the environment and community too. Here are some of our favourites:
- 25 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
- £400 per month car allowance
- Annual bonus scheme (of up to £2250 dependent on company performance)
- Leading pension scheme – we will double your contribution (up to 15% when you contribute 7.5%)
- Family friendly policies (including, a year off fully paid maternity and adoption leave)
- 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
- Two volunteering days per year
