Job Description

Are you a customer service professional looking for a role where your speed, accuracy, and problem-solving skills make a real difference? Do you want to be the vital link that keeps essential wholesale water services flowing smoothly?
If so, we have an exciting opportunity for a Wholesale Service Desk Advisor to join our team!
At South East Water, we manage the network of pipes, water mains and treatment works that make up our water supply network. Our Wholesale Service Desk team helps to 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.
You'll be working at the heart of our service operation, playing a crucial role in the link between our Wholesale Service Desk and Water Retailers, whilst supporting our business customers during an emergency. It's a fast-paced environment where you'll be working between different systems, applying your strong computer skills, and making quick decisions.
You will assist our Water Retailers with data enquiries and ensure they receive an excellent standard of customer service. You'll manage the full transaction lifecycle, from coordinating with meter readers to ensuring all data is correctly recorded. When things go wrong, you'll take ownership of rejected transactions, correcting them promptly to meet our agreed Service Level Agreements (SLAs). We are a company that invests in our people and this role offers genuine development opportunities to advance your professional growth.
Previous water industry experience isn't essential. You're customer focused, resilient and a good listener. If you're willing to learn, you'll get all of the support you need from our friendly, team-spirited environment.
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.

Main responsibilities:

Provide an excellent standard of customer service to Business Retailers, primarily by assisting with their data enquiries. Work closely with meter readers, acting on their findings to ensure correct data is recorded and sent to the Market. Ensure all transactions are correctly uploaded. Take ownership of rejected transactions, correcting them when needed. Maintain focus on balanced scorecard objectives and strictly adhere to business and wholesale processes, including data protection and wholesale regulatory compliance. Proactively use information and resources to keep your skills and knowledge up to date. Build strong relationships with peers and colleagues to enhance teamwork, resolve non-household customer queries, and ensure successful productivity. Attend and actively contribute to team meetings.

You'll need:

Skills / Qualifications / Experience

Achieved GCSE Maths and English at Grade 4/C (or equivalent) Be able to communicate positively in an extremely busy working environment Make decisions quickly and be able to multitask Have strong computer skills and have the ability to flex between a high number of different systems Excellent written and verbal communication Have a 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.
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What can you expect from your recruitment?

To apply for this position, please submit your CV on our career's website. 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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If this sounds like the opportunity you've been looking for, apply now!

South East Water kindly asks that recruitment agencies refrain from submitting CVs to our employees or associates without explicit invitation from our HR Resourcing team. CVs sent on a speculative basis will not be acknowledged and will not assume any responsibility for fees or commissions in the event that we hire a candidate who applied directly or subsequently introduced by an instructed agency.

Compensation package:

24,810

Job Types: Full-time, Permanent

Pay: Up to 24,810.00 per year

Work Location: Hybrid remote in Snodland ME6 5AH