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- Tasks: Deliver top-notch customer service and support to retailers and stakeholders in a dynamic environment.
- Company: Join South West Water, a leader in the UK water sector committed to sustainability.
- Benefits: Enjoy generous holidays, flexible leave options, and discounts on various services.
- Why this job: Make a real impact while developing your skills in a supportive team.
- Qualifications: Good education in English and Maths; experience in a service desk or contact centre is a plus.
- Other info: Be part of a diverse culture that values inclusion and personal growth.
The predicted salary is between 28225 - 28225 £ per year.
Powered by Water, Driven by Purpose South West Water keeps the South West flowing with safe, reliable drinking water and wastewater services across some of the UK’s most stunning landscapes. We’re proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future. Our goals? As well as lowering our carbon footprint, we’re working with partners to plant 300,000 trees, restore peatlands and support farmers and landowners to improve water quality and wildlife. Whether you’re starting out or seeking a new challenge, our scale and ambition create opportunities for you to shape your own career. Ready to make a splash? Join our team today.
We have an exciting opportunity for a Wholesale Service Desk Coordinator to join our team in Exeter on a full-time, fixed-term contract (up to 2 years). In return, you’ll receive a competitive salary of £28,225 per year, along with excellent benefits and local incentives.
About the role
You’ll deliver high-quality service to retailers and key stakeholders, ensuring a customer-focused, results-driven approach aligned with Market Performance Standards. Working in a fast-paced environment, you’ll use your communication, problem-solving, and IT skills to provide proactive support—from first contact through to resolution. If you’re looking for a varied role where no two days are the same and performance is rewarded, we’d love to hear from you. Working a 37 hours 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 data into company systems and the Market Operator Interface to meet SLAs
- Deliver excellent customer service via phone and email to retailers and non-household customers
- Liaise with stakeholders to resolve issues and ensure SLA compliance
- Coordinate technician site visits for meter repairs, replacements, installations, testing, and related activities
- Update records for new water and sewerage connections (domestic and non-domestic, including Building Water)
- Process retailer registrations for newly connected supply points
- Manage temporary and permanent water disconnection requests
- Review and process allowance (volumetric adjustment) applications
- Monitor wholesaler systems for updates on ongoing work
- Handle and resolve enquiries and complaints from retailers and non-household customers
- Conduct desktop surveys to classify properties as household or business
- Review and manage Trade Effluent requests and enquiries
- Notify retailers of capital, reactive, and short-term planned works affecting non-household customers
What we’re looking for
- Good general standard of education 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 support platform
- Enjoy free eye tests and discounts on frames and lenses at Specsavers
- Enjoy access to thousands of deals and discounts on supermarkets, high street shops, online retailers, travel, eating out, cinemas, gyms and much more through Perkbox
- A range of group discounts: The Dell Advantage Programme, Virgin Media Affinity Scheme, Vodafone Advantage and more
- A discretionary Bonus
- Competitive Contributory Pension
Closing Date: 14th April 2026. We may close this vacancy early if we receive a high volume of applications. We encourage you to apply as soon as possible. Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness. Our core values, which are essential to our success, are: Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on. Be You - We want you to bring your best every day. Be yourself and make your mark in your individual way. Be the Future - Embrace change. Drive Progress. Own the challenge.
Wholesale Service Desk Co-ordinator South West Water · Customer and Community · Exeter employer: AquaCare, Company
Contact Detail:
AquaCare, Company Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Wholesale Service Desk Co-ordinator South West Water · Customer and Community · Exeter
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend local events, or join online forums. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. South West Water is all about sustainability and community, so be ready to discuss how your skills align with their mission. Show them you’re not just another candidate!
✨Tip Number 3
Practice your communication skills! Since this role involves liaising with stakeholders and providing excellent customer service, being articulate and confident will set you apart. Try mock interviews with friends or family.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining the team at South West Water. Let’s make a splash together!
We think you need these skills to ace Wholesale Service Desk Co-ordinator South West Water · Customer and Community · Exeter
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Wholesale Service Desk Coordinator role. Highlight your relevant experience in customer service and any skills that match the job description, like communication and problem-solving.
Showcase Your Skills: Don’t just list your skills—give examples! If you’ve worked in a fast-paced environment or handled customer complaints, share specific instances where you excelled. This helps us see how you can contribute to our team.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon. We want to understand your experience and motivation without wading through unnecessary fluff!
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way to ensure we receive all your details correctly and gives you a chance to explore more about us and our values.
How to prepare for a job interview at AquaCare, Company
✨Know Your Stuff
Before the interview, make sure you understand South West Water's mission and values. Familiarise yourself with their commitment to sustainability and customer service. This will help you align your answers with what they’re looking for.
✨Showcase Your Communication Skills
As a Wholesale Service Desk Coordinator, communication is key. Prepare examples of how you've effectively communicated with customers or stakeholders in the past. Be ready to demonstrate your ability to stay calm under pressure and resolve issues efficiently.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills. Think of specific situations where you had to prioritise tasks or manage multiple requests. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Ask Thoughtful Questions
At the end of the interview, have a few questions prepared about the role or the company culture. This shows your genuine interest in the position and helps you determine if it’s the right fit for you. For example, ask about opportunities for progression within the team.