At a Glance
- Tasks: Coordinate responses to service incidents and support the Wholesale Service Desk Team.
- Company: Join South East Water, a company dedicated to serving diverse communities.
- Benefits: Enjoy a competitive salary, generous holiday, flexible leave, and wellbeing perks.
- Other info: This is a six-month fixed-term contract with excellent career growth opportunities.
- Why this job: Make a real impact in customer service while developing your skills in a dynamic environment.
- Qualifications: Strong organisational skills and experience in fast-paced customer service settings.
The predicted salary is between 31758 - 34000 £ 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 customer’s water supplies. You will support the Wholesale Service Desk Team Manager in the team’s day to day activities including monitoring & coaching performance and providing first line technical support to advisors on all shift patterns.
Working hours for the role 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 contractMain responsibilities:
- To liaise with the field staff and control room at the commencement of an incident/interruption and to ensure that regular updates are provided to the business via the interruption portal.
- To ensure that the interruption portal is updated with planned and engineering works, providing clear visibility through the business.
- To ensure that up to date network information is provided for the Company’s website to enable customer contacts and expectations to be managed appropriately thereby eliminating where possible the need for customer repeat calls.
- To lead on other methods of communication with the customer including texting.
- To manage real time performance to ensure that service levels are achieved on the phones and work queues.
- To provide coaching and guidance on Operational matters, Company’s Codes of Practice and information systems for the advisors.
- Quality audit and monitor output within the team to ensure that all work carried out complies with the regulatory industry and Company standards.
- To ensure that all GSS payments are correctly recorded and applied to customers’ accounts in order to meet regulatory requirements.
- To support the area scheduler when required by assigning distribution technician work based on operational requirements work priorities, workloads, ensuring compliance to KPI's and customer appointments.
- To participate in the Standby rota which includes working the weekend of the standby week.
You will need:
- Strong organisational and communication skills.
- The ability to work as part of a team under pressure in a fast paced environment.
- Strong customer services skills.
- Operational background, a knowledge of Maximo, Business objects, Hi affinity GIS/Geofield.
- Employees are required to be flexible and to be prepared to perform duties and other tasks within their capabilities.
The nature of our business is such that the contents of any job profile are subject to change from time to time. Grow a career with a meaningful purpose. 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.
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. 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: £31758 base salary + £2236.44 standby payment
Wholesale Service Desk Incident Coordinator/Scheduler employer: South East Water
South East Water is an exceptional employer that prioritises employee well-being and professional growth, offering a comprehensive benefits package including a generous pension scheme, flexible holiday options, and paid volunteering days. Our inclusive work culture fosters diversity and creativity, ensuring that every team member feels valued and empowered to contribute meaningfully to the communities we serve. Join us in a role that not only challenges you but also allows you to make a real difference in customer service and operational excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Wholesale Service Desk Incident Coordinator/Scheduler
✨Tip Number 1
Get to know the company inside out! Research South East Water, their values, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As an Incident Coordinator, you'll need to convey information clearly and effectively. Try role-playing scenarios with friends or family to boost your confidence.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider tips and might even lead to a referral!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the team at South East Water.
We think you need these skills to ace Wholesale Service Desk Incident Coordinator/Scheduler
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your organisational and communication skills, as well as any relevant operational background. We want to see how you can bring value to our team!
Showcase Your Customer Service Skills:Since this role involves a lot of customer interaction, emphasise your strong customer service skills in your application. Share examples of how you've successfully handled customer queries or incidents in the past. This will help us see your potential fit for the role.
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where necessary to make it easy for us to read. We appreciate straightforward communication, especially in a fast-paced environment like ours!
Apply Through Our Website:Don’t forget to submit your application through our careers website! It’s the best way for us to receive your CV and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at South East Water
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around incident management and customer service. Familiarise yourself with tools like Maximo and Business Objects, as well as the specifics of the water supply industry. This will show that you're not just a good communicator but also technically savvy.
✨Showcase Your Organisational Skills
Since this role requires strong organisational abilities, prepare examples from your past experiences where you've successfully managed multiple tasks under pressure. Think about how you coordinated responses to incidents or interruptions and be ready to discuss these scenarios in detail.
✨Demonstrate Team Spirit
This position is all about teamwork, so be prepared to talk about how you’ve worked collaboratively in previous roles. Highlight any experience you have in coaching or mentoring others, as well as how you’ve contributed to team performance in fast-paced environments.
✨Prepare for Real-Time Scenarios
Expect situational questions that test your decision-making skills during incidents. Practice responding to hypothetical scenarios where you need to manage customer expectations and provide updates. This will help you demonstrate your quick thinking and ability to handle pressure effectively.
