Service Recovery Advisor

Severn Trent

. Investigate and provide detailed responses to complaints, written enquiries, and other cases .

Posted 10/2/2026full-timeCoventry • United KingdomMid-LevelSenior💰 £29,470 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills with a focus on satisfaction and effective complaint resolution. Capable of managing complex issues in a fast-paced environment while maintaining positive customer relationships.

Highest-signal resume keywords

Customer Service FocusComplaint ResolutionTelephony Complaint HandlingCase ManagementGoodwill Payment Negotiation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Complaint InvestigationResponse MonitoringCase EscalationAccount ManagementRegulatory Compliance

Soft Skills

Positive AttitudeCaring CharacterCommunication SkillsProblem-SolvingCommitment to Inclusion

Tools & Technologies

Internal Systems MonitoringEmail Management

Industry Keywords

Customer SatisfactionCommunity Service

About the role

Key responsibilities & impact

Investigate and provide detailed responses to complaints, written enquiries, and other cases
Identify failures and correct them where appropriate
Monitor response progress; chase, escalate, and manage cases through to resolution
Build successful customer relationships and keep customers fully informed
Coordinate follow-on actions and provide detailed responses to conclude cases
Monitor internal systems and email to manage complaint audits
Ensure complaints are recorded correctly in line with regulations
Decide, negotiate, and award fair goodwill payments where appropriate
Amend and update customer accounts as needed
Complete escalations and support team leaders, managers, and business leads with customer resolution

Requirements

What you’ll need

Customer service and satisfaction focus
Ability to handle and respond to telephony complaints
Ability to contact customers via telephone and in writing
Ability to resolve complex and long-standing issues
Ability to work in a fast-paced environment
Positive, caring attitude and character
Commitment to inclusion and community service

Benefits

Comp & perks

25 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
Annual bonus scheme (of up to £1500 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
Inclusive workplace
Award-winning training