Wholesale Service Desk Training and Quality Specialist

**Summary**:
This is a 1 year fixed-term contract.

Can you share your knowledge in a way that motivates others?

Do you inspire colleagues to reach their full potential?

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

You’ll take up this brand new position to use your training skills and knowledge to help new starters and existing team members to reach the highest levels of performance. You’ll write and deliver training and development programmes for colleagues within the Wholesale Service Desk department, ensuring there are documented procedures and guidance available for advisors to utilise during and after their training.

Our department helps to manage the network of pipes, water mains and treatment works that make up our water supply network. We solve problems for customers that experience issues with their water supply. This can range from having no water, low pressure, issues with taste or smell and other water supply difficulties. We engage with colleagues across the business to ensure a quick response to problems or incidents when they occur and that customers are kept up to date with our progress.

Previous training experience is essential for this role. You’re passionate about wanting to bring others on; can convey a clear message and have a positivity and enthusiasm that enables others to find the best solutions. You’ll use these qualities to create an environment that leaves people feeling confident and competent in their abilities.

You’ll also engage in quality monitoring, the results from which will help you to develop targeted training and upskilling programmes that contribute to continuous improvement and the achievement of organisational goals. So, this is your opportunity to make your mark on this exciting role.

Once you pass probation, you will be eligible for a £150 bonus per month, if you achieve set targets and objectives.

**Main responsibilities**:

- Training and supporting all new starters ensuring they are able to undertake the duties required of a Wholesale Service Desk advisor and deliver excellent standards of customer service, effectively and efficiently.
- Coaching and developing existing staff through training programmes designed to support continuous improvement in the Wholesale Service Desk and the wider business areas.
- Creating, reviewing and maintaining training programs and documented procedures for each process or identified topic used within the Wholesale Service Desk with the aim to improve efficiency to ensure customer first time resolution.
- Monitoring compliance with existing processes through monthly Quality Assessments for Wholesale service desk advisors, providing feedback for all assessments to their line managers and creating personalised improvement action plans where appropriate.
- Ensuring that all work carried out complies with the regulatory and industry standards.
- Supporting Wholesale Household in all areas including: Appointments, calls, all other work queues.
- Building relationships internally within the team and across the wider business areas by involving all staff when documenting procedures and agreement of improvement measures.

**What you'll need**:
**Skills / Experience / Qualifications**:

- 4 GCSE passes (or equivalent), including Maths and English.
- An NVQ Qualification Level 2 or above in Customer Service/Business Administration and/or a recognised management qualification e.g. ILM.
- A skilled trainer with experience in training and improving performance in a Contact Centre environment.
- Excellent verbal, written and presentation communication skills with an attention for detail.
- Water industry experience would be useful but not essential.

**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.

**Compensation package**:
£24,810.59