Summary
Do you have the sharp technical instincts and quick decision‑making skills needed to coordinate business response to major service incidents? Do you have experience navigating fast‑moving customer service environments and a drive to lead day‑to‑day activities? We are looking for a Wholesale Service Desk Incident Coordinator to coordinate and handle the business’ response to contacts, incidents and interruptions to customers’ water supplies. Working hours will be Monday – Friday 08:30 – 17:00 with a mandatory standby 1/8 weeks which will include working at the weekend. This is a six‑month fixed‑term contract.
Responsibilities
* liaise with field staff and control room at the commencement of an incident/interruption and provide regular updates to the business via the interruption portal
* ensure the interruption portal is updated with planned and engineering works, providing clear visibility through the business
* provide up‑to‑date network information for the company’s website so customer contacts and expectations are managed appropriately, reducing repeat calls
* lead on other methods of communication with the customer, including texting
* manage real‑time performance to ensure service levels are achieved on the phones and work queues
* provide coaching and guidance on operational matters, company codes of practice and information systems for the advisors
* conduct quality audit and monitor output within the team to ensure all work complies with regulatory industry and company standards
* ensure all GSS payments are correctly recorded and applied to customers’ accounts to meet regulatory requirements
* support the area scheduler when required by assigning distribution technician work based on operational requirements, work priorities, workloads, ensuring compliance to KPIs and customer appointments
* participate in the standby rota, including working the weekend of the standby week
Skills / Qualifications / Experience
* strong organisational and communication skills; ability to work as part of a team under pressure in a fast‑paced environment
* strong customer service skills
* operational background; knowledge of Maximo, Business Objects, Hi‑Affinity GIS/Geofield
Inclusivity
We recognise that diversity drives creativity. Recruitment, employment and career progression with South East Water are based on equal opportunities and fair treatment for all.
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
Compensation
£31,758 base salary + £2,236.44 standby payment
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