Operational Service Desk Advisor

Affinity Water has a fantastic opportunity to become a part of our talented and experienced team in Planning & Streetworks as an Operational Service Desk Advisor.

The Role:

To plan Customer Service Technician activity in our three central Regions while causing minimum disruption to our customers. You will help coordinate both planned and reactive activity to deliver optimum efficiency in terms of time, cost, and productivity of field-based teams.

In addition to meeting or exceeding team standards and objectives, you will ensure statutory and regulatory obligations are considered and met. We are looking for people who thrive in an environment where innovation and creativity provide opportunities for continuous improvement for both internal and external customers.

What you’ll be doing:

1. Create schedules taking into consideration internal/external priorities and targets.
2. Schedules are reviewed and agreed with relevant stakeholders.
3. All statutory/regulatory obligations are adhered to e.g. Street Works, Leakage, C-MEX.
4. Incoming information is critically reviewed and managed or escalated as appropriate.
5. Balance and re-deploy field-based teams to ensure optimum efficiency.
6. Participate and promote a Safety, Health, and Environmental culture in our teams.
7. Promote and develop the relationship with Community Operations suppliers/contractors.
8. Timely and accurate information is provided to our internal/external Customers.
9. Accurate records are maintained ensuring clarity for auditing purposes.

What you’ll need:

1. Knowledge of company ‘Job Management’ systems with the ability to make decisions to identify and provide solutions to customer disruption and other operational events.
2. A good understanding of the cost of all community operational activity and an ability to avoid unwanted and unnecessary costs. Within and out of hours, the ability to make quick decisions based on the balance of risk/cost to the business, where cost can or needs to be avoided. The confidence to put forward suggestions for cost savings and efficiencies within Customer Operations and across the company.
3. Can manage multiple priorities and balance outputs.
4. Knowledge of Works Management applications (Maximo, FLS, GIS).

This role also involves a shift pattern which is a 1 in 7 basis. This will be a rotation of hours between 07:00 am and 08:00 pm, with 1 in 7 weekend working, rest days attributed in the working week.

Benefits:

1. Salary: £31,830.
2. Shift Allowance: £3336.84 per annum shift allowance.(Separate payment on top of salary paid monthly.)
3. Hours of work: 08:00 am - 16:00 pm (Monday - Thursday) 08:00 am - 15:30 pm (Friday).
4. Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.
5. Entry into the company annual bonus scheme.
6. Annual leave from 23 - 27 days rising with length of service, and the option to purchase up to 5 extra days.
7. A ‘Celebration Day’ in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.
8. A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%).
9. We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.
10. Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
11. Access to our Wellbeing Centre with support for looking after your physical and mental health.
12. Discounts at a Range of Retail Outlets and on Dental and Medical Insurance through our Tap4Perks scheme.
13. Up to 4 Affinity days a year to volunteer in the community.
14. Life Assurance.
15. Disability confident; if you need to apply in a different format, please contact us.