Wholesale Service Desk Coordinator

Description

• Review and update both temporary and permanent disconnection of water supply requests from Retailers
• Input into the numerous company systems and Market Operator Interface in order to meet SLAs
• Notify retailers of capital works which have an effect on non-household customers, this also includes reactive work and short-term planned activities.
• Update information regarding New connections to the Wholesaler's Water and Sewerage Supply System for domestic purposes and non-domestic purposes (including Building Water)
• Review and process applications to be Registered as the Retailer to a newly connected Supply Point
• Liaise with key stakeholders to solve problems and ensure that processes meet SLAs
• Review applications for allowances (volumetric adjustments) and update successful applications into the Market Operating system
• Review and manage incoming Trade Effluent requests and enquiries
• Arrange for a technician to carry out a site visit in order to: Repair or replace a water meter, install a water meter, remove a water meter for testing, confirm what property a meter serves and complete various other non-household processes.
• Provide excellent customer service to retailers and non-household customers over the phone and by email
• Check the various Wholesaler systems for updates on ongoing work requested by the team for ongoing processes
• Respond and resolve Retailer and non-household customer enquiries and complaints
• Use online services to complete a desktop survey and determine whether a property is household or non-household (a business)

Requirements

• Excellent oral and written communication skills
• The ability to work under own initiative and as part of a team to ensure a high level of service is maintained to external and internal customers
• Ability to prioritise and organise
• Resilience, ability to stay calm when under pressure
• Good general standard of education in English and Maths
• Experience of working on a Service Desk or Contact Centre/Back Office process driven environment

Benefits

• A discretionary Bonus
• Share your parental leave and split your time off to care for your child how you choose
• Take up to 26 weeks’ additional maternity leave
• Buy a bike and safety equipment tax-free, through our Cycle to Work scheme
• Competitive Contributory Pension
• Enjoy free eye tests and discounts on frames and lenses at Specsavers
• A range of group discounts: The Dell Advantage Programme, Virgin Media Affinity Scheme, Vodafone Advantage and more
• We support our people by offering a free, confidential Employee Assistance Programme
• Enjoy access to thousands of deals and discounts on supermarkets, high street shops, online retailers, travel, eating out, cinemas, gyms and much more though Perkbox
• Generous holiday allowance plus bank holidays
• We offer free car parking at the majority of our sites
• Look after your wellbeing with our Champion Health support platform
• Buy or sell annual leave to offer you extra flexibility
• Invest in Pennon Group Plc through our employee share schemes

Training + Development

Interview process

Visa Sponsorship

Security clearance