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Wholesale Service Desk Technical Advisor

7 months ago

Snodland, United Kingdom South East Water Full time

**Are you passionate about Customer Service?**

**Do you enjoying helping others and solving problems?**

**We want to be the water company people want to be supplied by and want to work for.**

You’ll take up this crucial role to join our Wholesale Service Desk team as a Technical Advisor.

Put simply, we manage the network of pipes, water mains and treatment works that make up our water supply network. Our team help to solve problems for customers that experience issues with their water supply. This can range from having now water, low pressure, issues with taste or smell and other water supply difficulties.

This role is all about remaining calm, listening well and deciding the best action to take. If you can’t solve it first-hand, you’ll liaise with field based technicians who will investigate and do what’s necessary to get the customer’s water supply running as it should.

Previous experience in answering the phone to customers is welcomed but not essential. In this friendly, team-spirited environment you can expect plenty of coaching to help you to develop and expand your knowledge. What’s really important is that you bring your enthusiasm to learn and passion to improve at what you do. You’ll get exposure to many colleagues around the business and will gain detailed knowledge of how we deliver water to our customers and the challenges we face.

And as someone who always takes responsibility for achieving the best possible results; you can increase your earnings by up to £1800 per annum through meeting your personal objectives and helping us achieve the best customer satisfaction scores. You’ll also find lots of recognition and fun happening here in our busy, collaborative team with the opportunity to join in with our social and wellbeing events.

**What do you get from working at South East Water?**

**You’ll grow a career with a meaningful purpose. Be you, belong and be valued.**
- Come to work to feel safe, valued and trusted.
- We’ll encourage you to create and pursue new opportunities for personal growth.
- A place to be the real you, build deeper connections and enjoy a sense of belonging.
- Be invested in helping us to create a sustainable water supply for now, and in the future.

***

**What will you mainly be responsible for delivering?**
- You’ll assess issues with customer water supply to allow work to be prioritised and allocated to the field teams.
- You’ll schedule the emergency work directly via our field teams when working out of hours.
- You ensure network interruptions are known and shared with the rest of the business and help provide customer updates via the website and telephone.
- You’ll ensure customer’s accounts are updated following each contact with us to ensure comprehensive and accurate records are available.
- Once investigations or works has been completed, you’ll keep in touch with customers to update them to ensure that a 10/10 service has been provided.
- You’ll use ensure your knowledge and skills remain up to date by using the tools, resources and information available so that you can continue to provide the best possible service to our customers.

**What do you bring to the role?**
- Able to train at Snodland Kent initially in standard office hours for a minimum of 3 weeks (dependant on progress).
- Able to work from the Snodland office when required (minimum of 2 days a week)
- Have adequate internet strength if required to otherwise work at home.
- Can communicate positively in an extremely busy working environment.
- Can make quick decisions quickly and multitask
- Have 4 GCSE passes (or equivalent), including Maths and English.
- NVQ Qualification Level 2 or above in Customer Service/Business Administration desirable but not essential.
- Confident using different computer systems to perform your role,
- You’ll bring your strong customer service focus with a determination to resolve customer issues.

**What you can expect from us**
- Excellent Stakeholder pension scheme, up to 10% employer contribution
- 5 weeks holiday leave, rising to 6 weeks with length of service.
- Cycle to work scheme
- Health cash plan
- Life assurance
- Paid volunteering days
- Wellbeing related benefits

**Everyone needs water, South East Water welcomes**
**_everyone_**

We know the communities we serve are diverse. We recognise creativity comes from diversity not similarity. That’s why we are enthusiastic about creating inclusion across age, race, gender, ethnicity, religion and identity. You will experience our dedication to equal opportunities and fair treatment for all: through your recruitment, employment and career progression with South East Water.

**What to expect from your recruitment**
- Please upload a CV
- Interviews will be held via zoom.
- You will be asked to complete satisfactory DBS, identity and employment referencing checks as part of receiving your employment offer from South East Water.