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 customer's water supplies. You will support the Wholesale Service Desk Team Manager in the team's day to day activities including monitoring & coaching performance and providing first line technical support to advisors on all shift patterns.
Working hours for the role 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**
Main responsibilities:
To liaise with the field staff and control room at the commencement of an incident/interruption and to ensure that regular updates are provided to the business via the interruption portal.
To ensure that the interruption portal is updated with planned and engineering works, providing clear visibility through the business.
To ensure that up to date network information is provided for the Company's website to enable customer contacts and expectations to be managed appropriately thereby eliminating where possible the need for customer repeat calls.
To lead on other methods of communication with the customer including texting.
To manage real time performance to ensure that service levels are achieved on the phones and work queues.
To provide coaching and guidance on Operational matters, Company's Codes of Practice and information systems for the advisors.
Quality audit and monitor output within the team to ensure that all work carried out complies with the regulatory industry and Company standards
To ensure that all GSS payments are correctly recorded and applied to customers' accounts in order to meet regulatory requirements.
To support the area scheduler when required by assigning distribution technician work based on operational requirements work priorities, workloads, ensuring compliance to KPI's and customer appointments.
To participate in the Standby rota which includes working the weekend of the standby week.You'll need:
Skills / Qualifications / Experience
Strong organisational and communication skills. The ability to work as part of a team under pressure in a fast paced environment.
Strong customer services skills.
Operational background, a knowledge of Maximo, Business objects, Hi affinity GIS/Geofield.Employees are required to be flexible and to be prepared to perform duties and other tasks within their capabilities. The nature of our business is such that the contents of any job profile are subject to change from time to time.
Grow a career with a meaningful purpose.
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. You will experience our dedication to equal opportunities and fair treatment for all: through your recruitment, employment and career progression with South East Water.
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.What can you expect from your recruitment?
To apply for this position, please submit your CV on our career's website.
It is necessary for you to have the legal right to work in the UK when you begin employment with South East Water.
Additionally, as part of the employment offer, you will need to pass background, identity, and employment referencing checks.If this sounds like the opportunity you've been looking for, apply now!
South East Water kindly asks that recruitment agencies refrain from submitting CVs to our employees or associates without explicit invitation from our HR Resourcing team. CVs sent on a speculative basis will not be acknowledged and will not assume any responsibility for fees or commissions in the event that we hire a candidate who applied directly or subsequently introduced by an instructed agency.
Compensation package:
£31758 base salary + £2236.44 standby payment