Wholesale Service Desk Technical Advisor

Position Overview

Are you a highly motivated and persistent person who follows through on promises? This role offers the chance to become a Technical Advisor, applying your resilient and empathetic approach to help customers achieve the best results for their water supply. You’ll use quick decision‑making and problem‑solving skills to support customers experiencing urgent water issues, including no water, low pressure, and other supply problems inside and outside usual office hours.

As a full‑time colleague you will work 37 hours over 5 days, 6am to 2.30pm (including some weekends and bank holidays on a 5‑week shift pattern). An advance rota is provided so you can plan ahead. For the shift you will receive a 10% uplift on your salary. Experience answering the phone to customers is welcomed but not essential. Coaching and training will support your development.

• Assess customer water supply issues to prioritise and allocate work to field teams.
• Inform the business of network interruptions and provide customer updates via the website and telephone.
• Resolve customer concerns received via email or telephone regarding water supply.
• Update customer accounts after each contact to ensure comprehensive and accurate records.
• Follow up with customers after investigations or works to confirm satisfactory service.
• Maintain knowledge and skills by using available tools, resources and information.
• Build relationships with peers and colleagues to enhance teamwork and resolve customer problems.
• Attend and contribute to team meetings with peers and colleagues.

• GCSE Maths and English at Grade 4/C (or equivalent).
• Positive communication in a busy environment.
• Quick decision‑making and multitasking ability.
• Strong computer skills and ability to navigate multiple systems.
• Excellent written and verbal communication.
• Strong customer service focus with determination to resolve issues.
• Flexibility to perform duties and other tasks within capabilities.

• NVQ qualification Level 2 or above in Customer Service/Business Administration.
• Previous contact centre experience.

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. We are dedicated to equal opportunities and fair treatment for all through recruitment, employment and career progression with South East Water.

• 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: £25,948.86.

• Come to work to be safe, valued and trusted.
• We encourage you to create and pursue new opportunities for personal growth.
• A place to be the real you, build deeper connections and enjoy a sense of belonging.
• Be invested in helping us create a sustainable water supply for now and the future.