Wholesale Service Desk Technical Advisor

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

Summary

Provide excellent customer satisfaction by resolving customer's problems quickly and accurately in professional manner whilst focusing on reducing complaints and repeat contacts. Are you highly motivated, resilient, and someone who always follows through on promises? If so, this could be the opportunity you've been looking for. As a Technical Advisor, you'll be the calm in the storm for customers facing urgent water supply issues - like unexpected outages or low pressure. Using your quick decision-making and natural empathy, you'll tackle problems head-on to deliver the best results, first time, every time. Whether you're guiding a customer to a quick fix over the phone or coordinating with our field teams to get the job done, you will take true ownership of every situation.

What You’ll Do

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.

The Details & Perks

The Hours: 37 hours a week over 5 days, working a 6:00 AM - 2:30 PM shift. This includes some weekends and bank holidays on a predictable 5-week shift pattern, so you can easily plan your life in advance.

The Pay Uplift: To reward your commitment to the early shift, you'll receive an automatic 10% salary uplift.

Bonus Potential: Take ownership of your goals and you can boost your earnings by up to £1,800 per year through our customer satisfaction bonus scheme.

Main responsibilities

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.

You’ll need

Skills / Qualifications / Experience Achieved 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. It will be a bonus if you have:

NVQ qualification Level 2 or above in Customer Service/Business Administration is desirable

Previous contact centre experience is welcomed but not essential

Employees are required to be flexible and to be prepared to perform duties and other tasks within their capabilities.

The nature of our business is such that the contents of any job profile are subject to change from time to time.

Diversity & Inclusion

We know the communities we serve are diverse. We recognise creativity comes from diversity not similarity. That's why we are enthusiastic about creating inclusion across age, race, gender, ethnicity, religion and identity. You will experience our dedication to equal opportunities and fair treatment for all: through your recruitment, employment and career progression with South East Water.

Employment Requirements

It is necessary for you to have the legal right to work in the UK when you begin employment with South East Water. Additionally, as part of the employment offer, you will need to pass background, identity, and employment referencing checks.

Benefits package

• Excellent Stakeholder pension scheme, up to 10% employer contribution.
• 5 weeks holiday plus bank holidays per annum, increasing to 6 weeks with length of service.
• Flexible annual leave policy to buy or sell holiday leave.
• Paid volunteering days.
• Cycle to work scheme.
• Health cash plan.
• Life assurance.
• Wellbeing related benefits.

Compensation package

£25,948.87

Corporate values

Be you, belong and valued. Grow a career with a meaningful purpose. Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match.

We supply top-quality drinking water to 2.3 million customers in the southeast of England. Through a network of 9,000 miles of pipe, we deliver 544 million litres of water every day. It's the skill and expertise of our employees that ensures our water meets the highest standards. We make sure we can meet the needs of our customers both now and in the future. Grow a career with a meaningful purpose.

• Come to work to be safe, valued, and trusted.
• We'll encourage you to create and pursue new opportunities for personal growth.
• A place to be the real you, build deeper connections and enjoy a sense of belonging.
• Be invested in helping us to create a sustainable water supply for now, and in the future.