Water Service Desk Advisor (Early Shift) 10% Uplift

South East Water Limited; Snodland; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Stakeholder pension

Holiday allowance

Flexible annual leave

Volunteering days

Cycle to work

Health plan

Life assurance

Wellbeing benefits

Job summary

South East Water is seeking a Technical Advisor to be the voice of calm for customers facing urgent water issues. You will resolve problems quickly, guide customers over the phone, and coordinate with field teams to get the job done right first time.

You’ll need GCSEs, strong communication, quick decision-making, and the ability to work across multiple systems. The role offers 37 hours over five days, a 10% shift uplift, and a potential annual bonus of up to £1,800.

Qualifications

• 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.
• NVQ qualification Level 2 or above in Customer Service/Business Administration is desirable.
• Previous contact centre experience is welcomed but not essential.

Responsibilities

• Be the Voice of Calm: Act as the first point of contact for customers experiencing stressful, urgent water issues.
• Problem-Solve on the Fly: Listen intently, assess the situation quickly, and determine the best course of action.
• Coordinate Solutions: Own the customer journey from start to finish, collaborating with field teams when on-site investigations are needed.
• Thrive Under Pressure: Bring a resilient attitude and sharp attention to detail to a fast-paced environment.
• Assess issues with customer water supply to allow work to be prioritised and allocated to the field teams.
• Ensure network interruptions are known and shared with the rest of the business and help provide customer updates via the website and telephone.
• Help resolve customers contacting us via email or telephone about concerns with their water supply.
• Ensure customer’s accounts are updated following each contact with us to ensure comprehensive and accurate records are available.
• Once investigations or works has been completed, keep in touch with customers to update them to ensure that a 1/1 service has been provided.
• Use ensure your knowledge and skills remain up to date by using the tools, resources and information available so that you can continue to provide the best possible service to our customers.
• Build relationships with peers and colleagues to enhance the team working environment, resolve customer problems and ensure successful productivity.
• Attend and contribute to team meetings with team, peers and colleagues.

Skills

GCSE Maths

GCSE English

Communication skills

Decision making

Multitasking

Computer skills

Customer service

Education

NVQ Level 2 in Customer Service

Job description

South East Water is seeking a Technical Advisor to be the voice of calm for customers facing urgent water issues. You will resolve problems quickly, guide customers over the phone, and coordinate with field teams to get the job done right first time.

You’ll need GCSEs, strong communication, quick decision-making, and the ability to work across multiple systems. The role offers 37 hours over five days, a 10% shift uplift, and a potential annual bonus of up to £1,800.