At a Glance
- Tasks: Coordinate responses to service incidents and manage customer communications effectively.
- Company: Join a dynamic team at South East Water, committed to excellent customer service.
- Benefits: Enjoy a competitive salary, generous holiday, and flexible leave options.
- Other info: Diversity is valued; we promote equal opportunities for all.
- Why this job: Make a real difference in customer service while developing your skills in a fast-paced environment.
- Qualifications: Strong organisational skills and a background in customer service are essential.
The predicted salary is between 31758 - 31758 £ per year.
Do you have the sharp technical instincts and quick decision‑making skills needed to coordinate business response to major service incidents? Do you have experience navigating fast‑moving customer service environments and a drive to lead day‑to‑day activities? We are looking for a Wholesale Service Desk Incident Coordinator to coordinate and handle the business’ response to contacts, incidents and interruptions to customers’ water supplies. Working hours will be Monday – Friday 08:30 – 17:00 with a mandatory standby 1/8 weeks which will include working at the weekend. This is a six‑month fixed‑term contract.
Responsibilities
- liaise with field staff and control room at the commencement of an incident/interruption and provide regular updates to the business via the interruption portal
- ensure the interruption portal is updated with planned and engineering works, providing clear visibility through the business
- provide up‑to‑date network information for the company’s website so customer contacts and expectations are managed appropriately, reducing repeat calls
- lead on other methods of communication with the customer, including texting
- manage real‑time performance to ensure service levels are achieved on the phones and work queues
- provide coaching and guidance on operational matters, company codes of practice and information systems for the advisors
- conduct quality audit and monitor output within the team to ensure all work complies with regulatory industry and company standards
- ensure all GSS payments are correctly recorded and applied to customers’ accounts to meet regulatory requirements
- support the area scheduler when required by assigning distribution technician work based on operational requirements, work priorities, workloads, ensuring compliance to KPIs and customer appointments
- participate in the standby rota, including working the weekend of the standby week
Skills / Qualifications / Experience
- strong organisational and communication skills; ability to work as part of a team under pressure in a fast‑paced environment
- strong customer service skills
- operational background; knowledge of Maximo, Business Objects, Hi‑Affinity GIS/Geofield
Inclusivity
We recognise that diversity drives creativity. Recruitment, employment and career progression with South East Water are based on equal opportunities and fair treatment for all.
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
Compensation
£31,758 base salary + £2,236.44 standby payment
Wholesale Service Desk Incident Coordinator/Scheduler employer: South East Water UK
At South East Water, we pride ourselves on being an exceptional employer that values diversity and fosters a supportive work culture. As a Wholesale Service Desk Incident Coordinator, you will benefit from a comprehensive benefits package, including a generous pension scheme, flexible holiday options, and opportunities for personal growth within a dynamic team environment. Our commitment to employee wellbeing and community engagement makes this role not just a job, but a meaningful career in the heart of the water supply industry.
StudySmarter Expert Advice🤫
We think this is how you could land Wholesale Service Desk Incident Coordinator/Scheduler
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like South East Water UK.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like South East Water UK. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Wholesale Service Desk Incident Coordinator/Scheduler
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to South East Water UK.
How to prepare for a job interview at South East Water UK
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in South East Water UK's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services South East Water UK offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
