Wholesale Service Desk Metering Advisor

**Summary**:
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 central position as a Metering Advisor where you’ll get to put your highly resilient and empathetic approach to good use. You’ll bring your quick decision making and problem solving abilities to help achieve the best results for your customers: first time, every time.

In this role you will arrange for meters to be installed and also have the ability to solve billing issues so strong investigative skills are needed. This is a full time 37 hours Monday to Friday between the hours of 9am to 5.30pm.

In addition, you will also support other areas of the Wholesale Service Desk. 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.

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.

Main responsibilities:

- Making and receiving telephone calls from customers who would like a Meter fitted. These calls will include both Operational and Billing enquires
- Booking of appointments on ‘Wallboard’ for Metering surveyors
- 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 assess issues with customer water supply to allow work to be prioritised and allocated to the field teams.
- 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 have been completed, you’ll keep in touch with customers to update them to ensure that a 10/10 service has been provided.
- You'll 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 you'll need**:
**Skills / Experience / Qualifications**
- Training will be at our Snodland office, and you will need to be able to attend the office 5 days a week for the first 3 weeks for induction training.
- After the first three weeks you will be expected to attend the office a minimum 2 days per week.
- You must have adequate internet strength if required to work at home
- You’re someone who is able to communicate positively in an extremely busy working environment.
- You’re able to make decisions quickly and be able to multitask
- You ideally have 4 GCSE passes (or equivalent), including Maths and English. An NVQ Qualification Level 2 or above in Customer Service/Business Administration desirable.
- You’ll possess strong computer skills and have the ability to flex between a high number of different systems, excellent written and verbal communication as well as customer service skills.
- You’ll bring your strong customer service focus with a determination to resolve customer issues.

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

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.

**Benefits package**:

- Excellent Stakeholder pension scheme, up to 10% employer contribution.
- 5 weeks holiday plus bank holidays per annum, 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.

**What can you expect from your recruitment?**
- It is necessary for you to have the legal right to work in the UK when you begin employment with South East Water.
- Additionally, as part of the employment offer, you will need to pass background, identity, and employment referencing checks.

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