Join our dynamic team as a Wholesale Service Desk Administrator! Empowering excellence in customer solutions with precision, care, and innovation. At South Staffs Water, we champion customer satisfaction by effectively balancing the needs of retailers and our business. We're dedicated to timely and accurate issue resolution, building positive relationships, and upholding the highest operational standards. If you are passionate about driving process improvements, adhering to market regulations, and ensuring a level playing field for all stakeholders, we want you on our team. Be part of a company where your contributions make a difference every day. The role

• To be responsible for the investigation, resolution and reporting of all customer related issues in line with Operational
guidelines.
• To provide a balanced approach between Retailers and the business being the main facilitator to the needs of both parties
• To be an effective communicator and ensure all customer issues are acknowledged in a timely manner (in line with operational
SLA's) ensuring customers are kept fully informed, following through to resolution
• Influence and promote Operational policy & processes, actively supporting the Operation on successful delivery of these
processes.
• Suggest improvement to current processes and polices with enthusiasm. Support the implementation across the Operation.
• To ensure we adhere with our Code of Practice and the Wholesale-Retail Code
• To use both the Bilateral Hub and the Central Market Operating System in line with policies and procedures to ensure effective
reporting and completion of operational issues for all Retailers
• To maintain a "level playing field" for all Retailers who contact the Wholesale Service Desk
• Establish and maintain positive business relationships with key business customers and stakeholders
• Raising jobs in Maximo using the correct market code to ensure job adheres to Market SLAs
• Progressing jobs in both Maximo
• Updating metering activity in Maximo, Rapid and CMOS to adhere to Market SLAs and to ensure correct updates for billing
purposes
• Ensuring all updates are provided to the Market within SLAs
• Using the available reporting to manage visits and follow on work required with appropriate use of the deferral processes and
closing jobs within the required SLA.


• Excellent communication skills - someone who is pro-active and engaging with our retailers and internal stakeholders.
• Great organisational skills - someone who will keep accurate and up to date records and meeting minutes and have good time
management skills.
• Attention to detail - someone who makes sure the details matter
• Customer-centricity - someone who really cares about our retailers and who will take ownership and 'go the extra mile' for them
• Team player - you'll be working with multiple teams in order to ensure we get things right for our retailers so you'll need to
  
  At South Staffs Water we deliver clean and reliable water supplies to around 1.7 million customers within the South Staffs and
Cambridge regions.


• A competitive salary up to £23,555 per annum
• Company pension with employer contribution
• Store discount for personal shopping needs.
• 24-hour helpline providing free and confidential advice to you and your family on financial, legal, marital and health.
• Onsite parking
• Onsite Gym
• 25 days holiday (plus 8 bank holidays)
• Holiday buy-back scheme (up to a max of 5 days)
• Eyecare vouchers - via Specsavers
• Employee Assistance Programme (EAP)