Wholesale Service Desk Technical Advisor

South East Water; Snodland; On-site; GBP 25,000; Full time

Job summary

A UK water utility company is seeking a Technical Advisor to join their Wholesale Service Desk team in Snodland. The role involves managing water supply issues for customers and requires strong customer service skills. Previous experience in a similar role is welcomed. A salary of £24,810.59 plus out of hours uplift is offered, along with various benefits like a pension scheme and paid volunteering days.

Benefits

Excellent Stakeholder pension scheme, up to 10% employer contribution

5 weeks holiday plus bank holidays

Flexible leave policy to buy or sell holidays

Paid volunteering days

Cycle to work scheme

Health cash plan

Life assurance

Wellbeing related benefits

Qualifications

• Must work from the Snodland office at least 2 days a week.
• Quick decision-making and multitasking is mandatory.
• Strong determination to resolve customer issues is essential.

Responsibilities

• Assess issues with customer water supply to prioritize works.
• Share network interruptions with the business and provide customer updates.
• Resolve customer concerns via email or telephone.

Skills

Customer service focus

Ability to multitask

Positive communication skills

Education

4 GCSE passes including Maths and English

Tools

Computer systems

Job description

The hours for this role are 13:30 - 22:00 (one day starting at 14:00) Monday - Sunday on a 5 week shift pattern with two days off in lieu.

Are you a highly motivated and persistent person? Do you always follow through on your promises? If so, this could be the opportunity for you. We want to be the water company people want to be supplied by and want to work for.

You'll take up this crucial role to join our Wholesale Service Desk team as a Technical Advisor. Put simply, we manage the network of pipes, water mains and treatment works that make up our water supply network. Our team helps to solve problems for customers that experience issues with their water supply. This can range from having no water, low pressure, issues with taste or smell and other water supply difficulties.

This role is all about remaining calm, listening well and deciding the best action to take. If you can't solve it first‑hand, you'll liaise with field based technicians who will investigate and do what's necessary to get the customer's water supply running as it should.

Previous experience in answering the phone to customers is welcomed but not essential. In this friendly, team‑spirited environment you can expect plenty of coaching to help you develop and expand your knowledge. What’s really important is that you bring your enthusiasm to learn and passion to improve at what you do. You'll get exposure to many colleagues around the business and will gain detailed knowledge of how we deliver water to our customers and the challenges we face.

As someone who always takes responsibility for achieving the best possible results, you can increase your earnings by up to £1800 per annum through meeting your personal objectives and helping us achieve the best customer satisfaction scores. You'll also find lots of recognition and fun happening here in our busy, collaborative team with the opportunity to join in with our social and wellbeing events.

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 have been completed, keep in touch with customers to update them to ensure that a 10/10 service has been provided.
• 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.

What You'll Need

• Ability to work from the Snodland office when required and for a minimum of 2 days a week.
• Have adequate internet strength if required to otherwise work at home.
• Communicate positively in an extremely busy working environment.
• Make quick decisions quickly and multitask.
• Have 4 GCSE passes (or equivalent), including Maths and English.
• Confident using different computer systems to perform your role.
• Bring a strong customer service focus with a determination to resolve customer issues.

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

£24,810.59 + 10% out of hours uplift.

What Can You Expect From Your Recruitment

To apply for this position, please submit your CV on our career's website. 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. If this sounds like the opportunity you've been looking for, apply now!

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.

We know the communities we serve are diverse. We recognise creativity comes from diversity, not similarity. That is 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.