Closing Date
2025-10-19
Job Title: Wholesale Service Desk Manager
Location: Durrington (2-3 days onsite)
Contract Type: Perm
Hours: 37
Salary: £39,000 - £41,000 per annum
There has never been a better time to join our organisation as we build towards a greener future, tackling climate change, minimising our environmental impact and reducing our carbon footprint!
Job Overview
We’re looking for a passionate and inspiring leader to head up our Wholesale Services team, delivering outstanding service to retailers in the Business Retail Market (BRM). This is a high-impact role where you’ll drive operational excellence, ensure regulatory compliance, and foster a culture of continuous improvement and engagement. You’ll lead a team of 13 Wholesale Case Specialists, guiding them to meet performance targets and exceed expectations in a fast-paced, regulated environment.
As the first point of escalation for retailer concerns, you’ll play a key role in maintaining strong, commercially viable relationships and collaborating across internal teams to deliver strategic improvements. If you’re ready to shape the future of wholesale service delivery and make a meaningful difference, we’d love to hear from you.
About You
You’re autonomous, driven, and energetic - someone who thrives on accountability and leads by example. With proven experience managing customer-facing teams in a regulated B2B environment, you bring a deep understanding of market obligations and a sharp eye for performance metrics.
You’re a natural communicator and influencer, skilled in coaching, conflict resolution, and stakeholder engagement. You know how to balance strategic thinking with hands-on leadership, and you’re always looking for ways to improve processes, boost team morale, and deliver exceptional service. Adaptable, analytical, and proactive, you’re ready to take ownership and lead with confidence.
Package
This role will be full time Monday to Friday with a hybrid approach to working between our office in Durrington and home.
We are offering a salary of up to £41,000 per annum as well as other benefits including:
• Generous pension up to 11% company contribution
• 25 days annual leave
• Life assurance equal to 4x salary
• Salary sacrifice electric car scheme (after 6 months service)
• Health Cash Plan
• Full funded eye tests
• Two paid volunteering days a year
• Occupational health service
• Discounts with over 800 popular retailers
• Digital GP service
• Study support may be available for job-related qualifications
• Competitive maternity leave and flexible return to work options
• Cycle to work scheme
Join our Wholesale Services team and see how far your career could progress with a company committed to career progression, training and development opportunities, our customers, and the environment.
Does this opportunity excite you but you’re not 100% sure if you meet all the requirements for the role? Or are you concerned that ‘normal’ office hours aren’t possible given your personal circumstances? Whilst we can’t accommodate every flexible working request, we’ll try to find a practical solution. So why not engage with us and find out more about this role?
If this role isn’t quite what you’re looking for but are keen to be contacted about opportunities at Southern Water, you can register your details here: Introduce Yourself (myworkdaysite.com)
Our customers are at the heart of everything we do, because delivering water for life is our core purpose. To achieve this, we need 24/7 support in place to resolve incidents quickly and efficiently. All our employees understand the importance of out-of-hours incident support – because when problems appear, fixing them is our top priority. That’s why our people join together and support when and however needed to make sure our customers get the service they deserve. Joining the Southern Water family means you’ll become part of our incident support team. During your interview, your manager will speak to you about any incident support rotas that apply to your position.
Privacy Statement:
Please note: If you are an existing Southern Water employee, you will need to confirm within your application that your Manager is aware of your application.
All applicants must be eligible to live and work in the UK. You will need to provide evidence of eligibility (e.g. a passport or long birth certificate and proof of NI) and current proof of address (dated within the last 3 months), will be required as part of the recruitment process. If you do not meet these criteria, your application will not be considered.
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