Wholesale Services Coordinator

At **South West Water** we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.

We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.

And we have huge ambitions.

Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come.

So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.

**Do you want to join an established company that prides itself on the loyalty and trust of its customers? Are you a problem solver who puts the customer at the heart of all you do? If so, we want to hear from you**

We currently have a fantastic opportunity available for a **Wholesale Services Coordinator** to join our team working in **Exeter**, within the **Wholesale Service Delivery Team**. You will join us on a **full-time, permanent basis**, and in return, you will receive a competitive salary of **£25,946 per annum** plus excellent company benefits + localised incentives.

**About the role**:
In this exciting opportunity you will be providing gold standard service to our retailers and key stakeholders by delivering results orientated, customer focused and an efficient service that is in line with the industry leading performance for the Market Performance Standards.

Within this thrilling performance driven role, you will be working in a buzzing and fast paced environment, where you will use a blend of your strong communication, problem solving and IT skills to take a proactive approach to support key stakeholders from the first point of contact, all the way up to finding the perfect resolution to their problem.

**Shift Patterns:
Working a 37hours per week, Monday to Friday between 08:00 to 18:00 (excluding bank holidays). Shift schedules are published with enough time to review and will require some flexibility. You will be working an 8-hour shift that will be:

- 08:00 - 16:00
- 09:00 - 17:00
- Or 10:00 - 18:00

**What you’ll be doing**:

- Input into the numerous company systems and Market Operator Interface in order to meet SLAs
- Liaise with key stakeholders to solve problems and ensure that processes meet SLAs
- Arrange for a technician to carry out a site visit in order to: Repair or replace a water meter, install a water meter, remove a water meter for testing, confirm what property a meter serves and complete various other non-household processes.
- Update information regarding New connections to the Wholesaler's Water and Sewerage Supply System for domestic purposes and non-domestic purposes (including Building Water)
- Review and update both temporary and permanent disconnection of water supply requests from Retailers
- Check the various Wholesaler systems for updates on ongoing work requested by the team for ongoing processes
- Respond and resolve Retailer and non-household customer enquiries and complaints
- Use online services to complete a desktop survey and determine whether a property is household or non-household (a business)
- Review and manage incoming Trade Effluent requests and enquiries
- Notify retailers of capital works which have an effect on non-household customers, this also includes reactive work and short-term planned activities.

**What we are looking for**:

- Good general standard of education with a minimum of GCSE Grade C or equivalent in English and Maths.
- Experience of working on a Service Desk or Contact Centre/Back Office process driven environment
- Excellent oral and written communication skills
- Resilience, ability to stay calm when under pressure
- Ability to prioritise and organise
- The ability to work under own initiative and as part of a team to ensure a high level of service is maintained to external and internal customers
- Desire to progress through a multi-skilled, fast paced environment

**What's in it for you**:
At South West Water, we don’t all do the same job, but we each get out of bed in the morning knowing that every day is a chance to make incredible things happen, together. In return for our people’s hard work and commitment, we offer an excellent range of benefits:

- Generous holiday allowance plus bank holidays
- Buy or sell annual leave to offer you extra flexibility
- Buy a bike and safety equipment tax-free, through our Cycle to Work scheme
- We offer free car parking at the majority of our sites
- Take up to 26 weeks’ additional maternity leave
- Share your parental leave and split your time off to care for your child how you choose
- Invest in Pennon Group Plc through our employee share schemes
- We support our people by offering a free, confidential Employee Assistance Programme
- Look after your wellbeing with our Champion Health suppo