Wholesale Service Desk Analyst (Part-time)

Affinity Water; Hatfield; On-site; GBP 31,000 - 37,000; Part time

Benefits offered by this job

Salary: £30,172 - £36,682 (Pro rata)

Competitive salary dependant on skills

Learning and development opportunities

Entry into the company annual bonus"

Annual leave 23-27 days (pro rata) and

Option to purchase up to 5 extra days

Disability Confident employer

Tap4Perks discounts

Family benefits and wellbeing

Life Assurance

Job summary

Affinity Water is hiring a part-time Wholesale Service Desk Analyst to join the WOSD team in supporting all Retailers in the Non Household market. You will report into the Wholesale Operational Service Desk Manager and play a key role in handling retailer enquiries and ensuring service levels are met.

The role focuses on delivering customer-focused support, understanding regulatory requirements, and contributing to cost-effective processes.

Qualifications

• Understanding Regulators' role in water businesses.
• Basic understanding of industry regulator requirements.
• Delivers business processes in line with regulatory rules and targets.
• Understanding of KPIs and SLAs.
• Understanding of cost and seeks to reduce costs where possible.

Responsibilities

• Manage and administer all Retailer requests, enquiries and bi-lateral requests with strong customer management.
• Take ownership of customer contact and resolve inquiries through to full resolution.
• Ensure enquiries are answered within defined service levels to maintain a level playing field and reduce anti-competitive risk.

Skills

Regulators understanding

Regulatory requirements

Process delivery

KPIs & SLAs

Cost awareness

Job description

Affinity Water has two exciting opportunities available to join us in our WOSD team as a Affinity Water has an exciting opportunity available to join us in our WOSD team as a Wholesale Service Desk Analyst on a part-time basis.

The Role:

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.

What you'll need:

• 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.

Benefits:

• 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.

Disability Confident

As a Disability Confident employer, we’re committed to offering interviews to disabled candidates who meet the essential criteria and opt in on the application form. Ask the Talent Acquisition lead for the full job description to see all the criteria. If we have a very high volume of applicants and we’re not able to offer interviews to all, we’ll take a fair and proportionate number of disabled candidates through.

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.