Wholesale Service Desk Technical Advisor

Summary:

The hours for this role are 06:00 - 14:30 (one day finishing 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 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.

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

• You're able 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.
• 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.

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.

We want to be the water company people want to be supplied by and want to work for.

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?

• 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…