Wholesale Service Desk Operations Scheduler in Snodland

Summary

To validate, correct, schedule, prioritise and organise work for circa 24 Distribution Technicians in an efficient manner ensuring compliance with regulatory and company requirements.

• Details & Perks
• The Hours: 37 hours a week between Monday - Friday. This role includes working one Saturday every 4 weeks, with a lieu day to be taken during the week.
• Bonus Potential: Take ownership of your goals and you can boost your earnings by up to £1,800 per year through our customer satisfaction bonus scheme.
• Main Responsibilities
• Assigning distribution technicians work based on operational requirements, work priorities and technician workloads, delivering compliance with job priority KPI’s and customer appointments.
• Ensuring Wallboard is up to date with team briefs, training, annual leave ect so ensuring accurate schedules of customer appointments and management of resource.
• Utilise Maximo Start Centres and reports to monitor that works have been completed.
• To quality check 100% of completed work orders to ensure that the technicians have updated the job with notes that are sufficient for all areas of SEW to complete the remainder of the Customer journey process.
• To report on regulatory requirements on GSS missed appointments.
• Liaise with the Wholesale Service Desk team to provide information to allow the interruption portal to be updated with clear operational & customer information.
• Using information and resources to ensure that skills and knowledge are kept up to date and continuously developed.
• Build relationships with peers and colleagues to enhance the team working environment, resolve customer problems and ensure successful productivity.
• To cover for the area incident coordinator when required.

You'll need

• 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.

It will be a bonus if you have

• A NVQ qualification Level 2 or above in Customer Service/Business Administration is desirable.
• Previous contact centre experience is welcomed but not essential.
• From an Operational background, with a knowledge of Maximo, Business Objects, Hi‑Affinity, and GIS/Geofied.
• Appreciation of the Distribution & Developer service function and sound practical knowledge of the role of a Distribution Technician.

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.
• Equal opportunity statement

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.

Compensation package

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