Helpdesk Agent

As a Helpdesk Agent within Developer Services, you'll be the first point of contact for our customers, supporting them across both clean water and wastewater journeys. Every day is different, with a high volume of calls and queries to manage, so you'll need to stay organised, adaptable and focused on getting it right first time.

In this role, you'll turn customer enquiries into meaningful outcomes by finding the right solutions while building your knowledge of our services and processes along the way. Working closely with your team and a wide range of stakeholders, you'll play a key part in creating positive customer experiences and D‑MEX performance, boosting satisfaction, reducing complaints and driving quality across everything you do.

• Be the first point of contact for customers across clean water and wastewater services.
• Listen, understand and find the right solution for our customers first time.
• Take ownership of queries from start to finish.
• Use your judgement to make informed decisions.
• Turn customer conversations into opportunities to add value.
• Work collaboratively with teams across the business.

• A supportive and inclusive team environment.
• Variety in your day, working with a wide range of customers and stakeholders.
• The chance to develop your skills and make a real impact on customer experience.

• A genuine passion for delivering great customer service.
• Strong communication and listening skills.
• Confidence working in a fast‑paced, target‑driven environment.
• The ability to stay calm under pressure and prioritise effectively.
• Good IT skills and confidence using multiple systems.
• A solutions‑focused mindset with the ability to make decisions.

Competitive salary of £27,000 per annum.

• Performance‑related pay plan directly linked to company performance measures and targets.
• 24 days holiday per year, increasing to 28 with the length of service (plus bank holidays).
• Generous Pension Scheme through AON.
• Access to lots of benefits to help you take care of you and your family's health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

Disability Confident. A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high‑volume, seasonal and high‑peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non‑disabled people.