Wholesale Service Desk Technical Advisor
South East Water
Grade B, UK
4d ago

Job details

Job titleWholesale Service Desk Technical Advisor Job referenceREC0996 Date posted29 / 04 / 2021 Application closing date13 / 05 / 2021 Salary£19,544.

27- £20,086. + 10% uplift due to shift pattern (Grade B / Operations) LocationSnodland, Kent Job categoryOperations AttachmentsBlank Job information

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.

Full-time, part-time or job share considered

This is your chance to be a Technical Advisor where you’ll get to put your highly resilient and empathetic approach to good use.

You’ll bring your quick decision making and problem solving abilities to help achieve the best results for your customers : first time, every time.

Customers get in touch with us when experiencing urgent issues with their water supply. In this role, you could be helping customers with no water, low pressure or other water supply problems inside and outside our usual office hours.

Being calm under pressure; you’ll really listen to your customers to understand their needs. You’ll help them to resolve their problem whenever you can or will know when to direct and coordinate with our field teams to investigate and complete the work.

Either way, you’ll use your attention to detail and customer focus to take ownership and guide customers through to the best possible outcome.

You can either permanently work our early shift 06 : 00-14 : 30 or evening shift 13 : 30 22 : 00. As a full-time colleague, you’ll work 37 hours over 5 days which includes some weekends on a 5 week shift pattern.

You’ll have access to your rotas in advance so you can plan ahead and around other commitments. We’ll also consider part-time hours or job sharing.

For part-time, you’ll be able to work each weekend and one morning / evening shift during the week. As a job share, weekends will need to be covered and at least one morning / evening shift during the week.

Previous call centre experience is welcomed but not essential. In this friendly, team-spirited environment you can expect plenty of coaching to help you to 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.

And 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.

About South East Water

You may not have considered a career with South East Water before. Here’s your chance to make a difference.

We’re here to provide today’s public water service and create tomorrow’s water supply solutions, fairly and responsibly, working with others to help society and the environment to thrive.

We deliver 520 million litres of water through 9,000 miles of pipes every day. We draw water from more than 250 boreholes, 6 rivers and 6 reservoirs and we have 83 treatment works to ensure the water we supply is of the highest quality.

And, we’re investing £433 million into new resources and innovations during 2020-2025.

What you’ll deliver

  • You’ll assess issues with customer water supply to allow work to be prioritised and allocated to the field teams.
  • You’ll schedule the emergency work directly via our field teams when working out of hours.
  • You ensure network interruptions are known and shared with the rest of the business and help provide customer updates via the website and telephone.
  • You’ll help resolve customers contacting us via email or telephone about concerns with their water supply.
  • You’ll 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, you’ll keep in touch with customers to update them to ensure that a 10 / 10 service has been provided.
  • You’ll 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.
  • What you bring to the role

  • You’re someone who is able to communicate positively in an extremely busy working environment.
  • You’re able to make decisions quickly and be able to multitask
  • You ideally have 4 GCSE passes (or equivalent), including Maths and English. An NVQ Qualification Level 2 or above in Customer Service / Business Administration desirable.
  • You’ll possess strong typing, excellent written and verbal communication as well as customer service skills.
  • You’ll bring your strong customer service focus with a determination to resolve customer issues.
  • What you can expect from us

  • Excellent Stakeholder pension scheme, up to 10% employer contribution
  • 25 days holiday entitlement, increasing to 30 days with length of service
  • Cycle to work scheme
  • Health cash plan
  • Life assurance
  • Wellbeing related benefits
  • Everyone needs water, South East Water welcomes everyone

    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.

    What to expect from your recruitment

  • This role is due to close 13th May 2021
  • You can expect interviews to be held by Zoom.
  • You may be asked to complete a short suite of psychometric assessments (you’ll receive feedback too).
  • You will be asked to complete satisfactory DBS, identity and employment referencing checks as part of receiving your employment offer from South East Water.
  • If this sounds like the opportunity you’ve been looking for, apply now!

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