Wholesale Service Desk Analyst: Retailer Support & SLAs

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

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.