Wholesale Service Desk NHH Advisor

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.

• To ensure an excellent standard of customer services is provided to Business Retailers by assisting in data enquiries.
• To work with the meter readers and action work dependant on findings ensuring correct data is recorded and then sent to the Market.
• Maintain focus on balanced scorecard objectives and adhere to business and wholesale processes, data protection, wholesale regulatory compliance.
• Proactively use information and resources to ensure that skills and knowledge are kept up to date and continuously developed.
• Ensure all transactions are correctly uploaded into CMOS and accepted by the Market Operator. Take ownership of any rejected transactions ensuring they are corrected and accepted into CMOS within SLA.
• Build relationships with peers and colleagues to enhance the team working environment, resolve non-household customer queries and ensure successful productivity.
• Attend and contribute to team meetings with team, peers and colleagues.

• 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.

• 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.

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.

£25,948.86 + £150 per month depending on performance (after probation has been passed)