Wholesale Service Desk Analyst

The purpose of this role is to manage and support 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.

Key Responsibilities

• 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.

Requirements

• Understands the role of Regulators in managing our water businesses.
• Applies basic understanding of industry regulator requirements.
• Delivers business process consistently in line with regulatory rules and associated business targets.
• Understand key performance indicators and SLAs.
• Understand cost aspect of activities and seek to reduce costs wherever possible within their team.

What We Offer

• Competitive salary based 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 days 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 and on Dental and Medical Insurance through our Tap4Perks scheme.
• Disability confident (if you need to apply through a different format, please contact the Talent Acquisition Partner for this role).

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.