Wholesale Service Desk Technical Advisor Ftc

**This is a 12 month fixed term contract.**

**Are you a highly motivated and persistent person? Do you always follow through on your promises? If so, this could be the opportunity for you**

**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.

As a full-time colleague, you’ll work 37 hours over 5 days from 1.30pm to 10pm (includes some weekends and bank holidays on a 5 week shift pattern). You’ll have access to your rotas in advance so you can plan ahead and around other commitments. In recognition of the shift you will receive a 10% uplift on your salary.

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’s it like to work at South East Water?**

**You’ll grow a career with a meaningful purpose. Be you, belong and be valued.**
- Come to work to be 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-Emergency hours are 5pm to 10pm Monday to Friday and at weekends
- 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?**
- The induction training will take place in Snodland, Kent, between the hours of 08:30 and 18:00. It will last for at least 3 weeks, but the duration may vary depending on how quickly you progress. During this time, you will have the flexibility to work within these hours to complete the training.
- You’re able to work from the Snodland office when required and for a 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 would be ideal 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 plus bank holidays, increasing to 6 weeks with length of service.
- Flexible annual leave policy to buy or sell holiday leave.
- Paid volunteering days.
- Cycle to work scheme.
- Health cash plan.
- Life assurance.
- Wellbeing related benefits.
- Electric V