Job Advert
Job title: Wholesale Service Desk Administrator
Salary: £22,069 per annum
Hours: 37 Hours Monday to Friday
Location: Walsall – (4dpw typically in the office)
Kickstart your career with us as a Wholesale Service Desk Administrator! Based in Walsall, this is a permanent contract that gives
you a great opportunity to engage in data quality activities, support retail market initiatives, and work collaboratively with
teams to deliver top-notch service standards for our retailers. If you are detail-oriented, customer-focused, and a proactive team
player, don't miss the opportunity to apply and take that first step toward a rewarding career!
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.
What You’ll Need
* 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
be collaborative.
*
What You’ll Get in Return
* A competitive salary up to £22,069 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)
About us:
At South Staffs Water we deliver clean and reliable water supplies to around 1.7 million customers within the South Staffs and
Cambridge regions.