Wholesale Service Desk Technical Advisor

South East Water; Snodland; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Stakeholder pension

Holiday entitlement

Flexible leave

Volunteer 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 listen, assess, and decide quickly, guiding customers from start to finish while coordinating with field teams for on-site investigations.

You will handle updates to customers via phone or website, ensuring accurate records and a responsive service. A 37-hour week includes early shifts, with uplift and a bonus scheme to reward performance.

Qualifications

• GCSE Maths and English at Grade 4/C or equivalent.
• Strong written and verbal communication in a busy environment.

Responsibilities

• Assess issues with water supply to prioritise work for field teams.
• Keep customers updated on investigations and works.

Skills

Strong communication

Decision making

Multitasking

Computer literacy

Customer service

Education

GCSE Maths & English

NVQ Level 2 in Customer Service

Tools

CRM systems

Multiple customer-service platforms

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:

• 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:

• A 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.

Grow a career with a meaningful purpose.

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.

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.

What can you expect from your recruitment?

South East Water kindly asks that recruitment agencies refrain from submitting CVs to our employees or associates without explicit invitation from our HR Resourcing team. CVs sent on a speculative basis will not be acknowledged and will not assume any responsibility for fees or commissions in the event that we hire a candidate who applied directly or subsequently introduced by an instructed agency.

Compensation package:

£25,948.87