Wholesale Service Desk Analyst

Affinity Water; Hatfield; On-site; GBP 30,000 - 37,000; Full time

Benefits offered by this job

Learning and development opportunities

Annual bonus scheme

Pension scheme (double match)

Additional paid leave options

Wellbeing Centre access

Tap4Perks discounts

Affinity days for volunteering

Life Assurance

Job summary

Affinity Water is seeking a Wholesale Service Desk Analyst to manage Retailer requests in the Non Household market as part of the Wholesale Operational Service Desk team.

You will own inquiries from Retailers, drive full resolution, monitor SLAs and KPIs, support regulatory compliance, and contribute to cost efficiency while promoting an inclusive culture. The role offers pro rata salary and a range of learning and benefits.

Responsibilities

• Manage and administer all Retailer requests and enquiries within the Non Household market.
• Take ownership of customer contact and drive enquiries through to full resolution.
• Ensure responses meet agreed service levels and monitor KPIs and SLAs.
• Understand regulators' role and apply industry regulatory requirements.

Job description

As a Wholesale Service Desk Analyst you will be managing and supporting all Retailers and their associated activity in the Non Household market as part of the wider Wholesale Operational Service Desk (WOSD) team. The WOSD is the single point of contact for all Retailers within the Non Household market. This role will report into the Wholesale Operational Service Desk Manager.What you'll be doing:

• Manage and administer all Retailer requests, enquiries and bi-lateral requests whilst demonstrating excellent customer management skills.
• Take ownership of customer contact where relevant and proactively contact customers and manage their enquiries through to full resolution.
• Ensure all enquiries are responded to consistently within agreed levels of service as defined by the new market, thus reducing the risk of anti-competitive behaviour whilst maintaining a level playing field.
• Understanding of the role of Regulators in managing our water businesses.
• The ability to apply basic understanding of industry regulator requirements.
• Be able to delivers business process consistently in line with regulatory rules and associated business targets.
• Understanding of key performance indicators and SLA's.
• Understanding of the cost aspect of activities and seek to reduce costs wherever possible within their team.
• Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.
• You can find out what it's like to work at Affinity Water through our career site https://www.affinitywatercareers.co.uk/ where our colleagues share their career development stories and you can get a feel for our company culture.
• Salary: £30,172 - £36,682 (Pro rata)
• Competitive salary dependant on skills and experience
• Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.
• Entry into the company annual bonus scheme.
• Annual leave from 23-27 rising with length of service, and the option to purchase up to 5 extra days.
• 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.
• A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%)
• 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.
• Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
• Access to our Wellbeing Centre with support for looking after your physical and mental health.
• Discounts at a Range of Retail Outlets through our Tap4Perks scheme
• Discounts on Dental and Medical Insurance through our Tap4Perks scheme through salary sacrifice
• Up to 4 Affinity days a year to volunteer in the community.
• Life Assurance.