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Operational Service Desk Advisor
3 months ago
Affinity Water has a fantastic opportunity to become apart of our talented and experienced team in Planning & Streetworks as a Operational Service Desk Advisor on a 12 month fixed term contract.
The Role:
To plan Customer Service Technician activity in our three central Regions while causing minimum disruption to our customers. You will help coordinate both planned and reactive activity to deliver optimum efficiency in terms of time, cost and productivity of field based teams.
In addition to meeting or exceeding team standards and objectives you will ensure statutory and regulatory obligations are considered and met. We are looking for people who thrive in an environment where innovation and creativity provides opportunities for continuous improvement for both internal and external customers.
What you’ll be doing:
Create schedules taking into consideration internal/external priorities and targets Schedules are reviewed and agreed with relevant stakeholders All statutory/regulatory obligations are adhered to e.g. Street Works, Leakage, C-MEX. A ‘Customer Focused’ approach to continuous improvement which leads to an enhanced ‘Customer Experience’ Incoming information is critically reviewed and managed or escalated as appropriate Work activity is assessed in line with internal priorities and external priorities. Balance and re-deploy field based teams to ensure optimum efficiency Participate in and promote the internal feedback process, to actively seek and offer feedback in order to achieve continuous improvement Participate and promote a Safety, Health and Environmental culture in our teams Promote and develop the relationship with Community Operations suppliers/contractors Timely and accurate information is provided to our internal/external Customers Accurate records are maintained ensuring clarity for auditing purposesWhat you’ll need:
Knowledge of company ‘Job Management’ systems with the ability to make decisions to identify and provide solutions to customer disruption and other operational events. A good understanding of the cost of all community operational activity and an ability to avoid unwanted and unnecessary costs. Within and out of hours, the ability to make quick decisions based on the balance of risk/cost to the business, where cost can or needs to be avoided. The confidence to put forward suggestions for cost savings and efficiencies within Customer Operations and across the company. Understanding of highway reinstatement process and materials Understanding of TMA Noticing/Permit requirements when working in the public highway Understanding of Maintenance & Repair activities and can advise others on complex repair solutions. Can manage multiple priorities and balance outputs. Knowledge of Works Management applications (Maximo, FLS, GIS) This role also involves a shift pattern which is a 1 in 7 basis. This will be a rotation of hours between 07:00am and 08:00pm, with 1 in 7 weekend working, rest days attributed in the working week.
Benefits:
Salary: £31,830 Hours of work: 08:00am - 16:00pm (Monday - Thursday) 08:00am - 15:30pm (Friday) Learning and development opportunities, including mentoring and a range of formal courses and open learning resources. Entry into the company annual bonus scheme. Annual leave from 23 -27 days rising with length of service, and the option to purchase up to 5 extra days. A ‘Celebration Day’ in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them. A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%) We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave. Menopause policy and Reasonable Adjustment policy to help everyone perform at their best. Access to our Wellbeing Centre with support for looking after your physical and mental health. Discounts at a Range of Retail Outlets and on Dental and Medical Insurance through our Tap4Perks scheme. Up to 4 Affinity days a year to volunteer in the community. Life Assurance. Disability confident bullet point added to our adverts; if you need to apply in a different format, please contact usAffinity Water recognises the benefits of greaterdiversity in our workforce to better reflect the communities we serve. We arecommitted to building a more inclusive culture where every member of ourworkforce can thrive.
You can find out what it’s like to work at AffinityWater through our career site where our colleagues share their careerdevelopment stories and you can get a feel for our company culture.
