Wholesale Service Desk
2 months ago
Do you always deliver on your promises?
Do you like to gather all of the facts to help solve problems?
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 key role within our Wholesale Service Desk team.
Put simply, we manage the network of pipes, water mains and treatment works that make up our water supply systems. Water retailers use our network to provide a service to non-household customers such as businesses, charities and public sector organisations within our supply area.
Previous water industry experience isn’t essential. You will have previous experience responding to customer complaints because it will be a key focus for this role. We need someone who likes to gather all of the facts and is passionate about customer service. This will help you to ensure issues are always thoroughly investigated.
You’ll also arrange for technicians to attend reported problems so that they can conduct further investigations. Which means you’re highly organised with attention to detail. You’ll keep everyone well informed throughout, which also includes updating systems accurately so that we remain compliant with market regulations and requirements.
If you’re willing to learn about the water industry, you’ll get plenty of support from our friendly, team-spirited team. We offer coaching and support to assist you. Training will be held in the office for the first few weeks between 08:30 – 17:00 for the first 3-5 weeks. Once you’ve completed your induction, you’ll typically only be required in the office 2 days per week for team time.
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. So this is an excellent opportunity to make a difference to the success of our team.
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?
To ensure an excellent standard of customer services is provided to Business Retailers by assisting in technical enquiries received by either writing or telephone. Maintain focus on balanced scorecard objectives and adhere to business and wholesale processes, data protection, wholesale regulatory compliance and attendance. Proactively use information and resources to ensure that skills and knowledge are kept up to date and continuously developed. Proactively work queues to ensure wholesale service level requirements are met. Ensure all your transactions are correctly uploaded into CMOS and are accepted by the Market Operator Build relationships with peers and colleagues to enhance the team working environment, resolve non-household customer queries and ensure successful productivity. Attend and contribute to team meetings with team, peers and colleagues.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 a strong internet connection to allow home working. You’re passionate about customer service. Knowledge of water supply networks useful but not essential Understanding of the Non Household Retail Market is desirable but not required. You communicate positively in an extremely busy working environment. You enjoy problem solving and determined to find the best solutions. You’re able to make decisions quickly and be able to multitask. Have 4 GCSE passes (or equivalent), including Maths and English. An NVQ Qualification Level 2 or above in Customer Service/Business Administration is desirable. You’ll possess excellent computer skills and the ability to flex between different computer systemsWhat 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 Vehicle salary sacrifice scheme.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 via our careers website. If you're interested, apply early because we will be reviewing applications as soon as we receive them. You will be asked to complete satisfactory DBS, identity and employment referencing checks as part of receiving your employment offer from South East Water.
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