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Wholesale Case Advisor

Employer
Southern Water
Location
Durrington, West Sussex
Salary
Up to £23,000 per annum depending on skills and experience
Closing date
29 Nov 2021

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Sector
Energy, Utilities
Function
Account Management, Customer Service
Contract Type
Permanent, Contract, Fixed term
Hours
Full Time
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Job Details

Wholesale Case Advisor

Description:

Why Water?
Without water, life as we know it would be impossible. Every day, we rely on it for drinking, washing and cleaning. It helps create the energy we need for heat and light. It’s also essential to the products we enjoy and the natural world we depend upon.
Yet the South East faces a future of more people and less water. Our population is growing fast, and climate change is bringing greater risk of both drought and flooding.
In the water industry, your work will help to address these challenges and give people access to sustainable, high-quality water and wastewater services for decades to come.
The South East is also home to over 700 miles of coastline, two National Parks, four Areas of Outstanding Natural Beauty and some of the world’s rarest chalk streams. As well as working within these breath-taking environments, your activities will help preserve them for generations to come.

Why Southern Water?
Each day, over four million people across Sussex, Kent, Hampshire and the Isle of Wight count on us for their essential water or wastewater services. Our work is vital, because we’re providing water for life.
Do you want to make a difference? At Southern Water, you work will help to enhance health and wellbeing, protect and improve the environment and sustain the economy. You’ll also play an important role in helping us deliver a resilient water future for the South East.
Are you a natural collaborator with a strong moral compass and high standards? If so, you’ll fit right in. Everything we do is underpinned by three values: succeeding together, doing the right thing and always improving.
Do you want to bring your authentic self to work every day? We do too. That’s why we’re building an inclusive culture and are proud to offer equal opportunities regardless of age, cultural background, disability, gender, marital status, nationality, political belief, race, religion or sexual orientation. We believe the unique perspectives and experiences each of us brings make us stronger.

About the Role:
Job Title: Wholesale Case Advisor
Location: Durrington, West Sussex
Perm/FTC: 1x Permanent and 1x 12 Month FTC
Hours: 37.5 Hours a week
Salary: Up to £23,000 per annum depending on skills and experience

Role Overview:
We are currently looking for 2 Wholesale Case Advisors to review, case manage and action complex non-household work requests. Ensure compliance with market operator obligations and service level agreements, escalating to Wholesale Service Team Leader or various stakeholders where necessary and managing interaction with the retailer and internal teams as required. There is one permanent position and one 12 Month Fixed Term Contract position available. A comprehensive benefits package is included i.e. discounts/perkbox and eligibility for a company bonus
You will be required to receive, assess, resolve and respond to all Non-Household (NHH) related enquiries received from retailers. Handle all outbound and inbound communication and action complex requests.

Role Accountabilities:
1. Receive, assess, resolve and respond to all Non-Household (NHH) related enquiries received from retailers (or on occasion, direct enquiries from NHH customers relating to Developer Services or Trade Effluent).
2. Assess work requests received from the retailer (or direct from the NHH customer in certain cases for Developer Services and Trade Effluent) and raise work orders as necessary. This includes receiving the mandated work request forms completed by the retailer and assessing them for acceptance or rejection.
3. Manage inbound and outbound communication with retailers to clarify requirements, request additional information and manage resolution of work orders/requests.
4. Action complex requests, consisting of leak allowances up to a value of £500 and compiling allowance above £500 to be authorised by senior managers.
5. Authority and responsibility in making amendments to data sets that have monetary consequences to the business.
6. Monitor and manage the workflow of work orders raised, ensuring successful completion in order to meet all market operator and organisationally mandated service level agreements.
7. Provide regular updates to retailers on progress of cases at key points in the process, informing them of any major actions scheduled or undertaken by email and telephone and over other communication channels as necessary
8. Provide assistance to Wholesale Services Team Leader and Retailer Relationship Managers where required to resolve escalated issues raised by retailers.
9. Following successful completion of a case, ensure all systems/databases are updated accordingly to allow the timely update of the Market Operator systems

Person Specification:
To be successful in this role you will need to be good at negotiation and persuasion with the ability display strong interpersonal skills. You are required to be patient person who is able deal with difficult or challenging situations in a calm and professional manner. This a customer centric role therefore previous customer services experience is a necessity.

Technical Knowledge
• Familiarity of Metering & Connections, Developer Services, Trade Effluent, Market Data Update and Allowances, Assessments & Incentives sufficient to handle enquiries and assess, accept/reject and escalate work request forms as necessary (Desirable)

Business Skills
• Ability to work to targets and defined performance measures, working in a commercial environment. Build internal working relationships
• Proficiency in raising and managing multiple work order/case files.
• Adaptable to change.
• Excellent communication, written and verbal, skills. appropriate to a commercial environment
• Ability to present information to customers concisely and clearly.
• Ability to engage and empathise with commercial customers Eagerness to learn.
• The role requires a professional and commercially approach, operating to company policies, business procedures and regulatory and company standards.
• Technical IT literate. (To type, word process or transcribe recorded dictation to produce letters, documents, reports, correspondence etc) Ability to operate required internal systems e.g. SAP.


Previous Experience
• Experience of managing commercial customers or working for commercial customers in utilities environment is highly desirable.
• Experience of working in a commercial customer service environment.
• Experience working in the water industry is desirable
Qualifications
• Good general education (GCSE English and Maths or equivalent).
• Full Driving Licence desirable. Travel within the UK may be required from time to time.

Company

Each day, over four million people across Sussex, Kent, Hampshire and the Isle of Wight count on us for their essential water or wastewater services. Our work is vital, because we’re providing water for life.

Right now, we’re on an exciting journey – we’re undergoing a transformation that touches every part of our business. We’re making changes to our people, processes and systems to better serve our customers and deliver a resilient water future for the South East. You can be a part of that change. 

Do you bring sector experience or a fresh perspective? To help us transform, we’ve appointed people from the water industry and beyond – including retail, energy and telecoms. Whether your background is in utilities or elsewhere, we’re keen to draw on different experiences, knowledge and skills to help us better serve our customers.

Do you strive to do your best and bring out the best in others? Three values are at the heart of our transformation and underpin everything we do: succeeding together, doing the right thing and always improving. If you’re a natural collaborator with a strong moral compass and high standards, you’ll fit right in.

Do you want to make a difference? As well as playing a leading role in maintaining our essential services for customers, you’ll contribute towards the important outcomes of our transformation. These include: improving our environmental performance, rebuilding trust and improving our relationships with our regulators.

Do you believe everyone should be accepted for who they are? We do too. That’s why we’re building an inclusive culture and are proud to offer equal opportunities regardless of age, cultural background, disability, gender, marital status, nationality, political belief, race, religion or sexual orientation. We believe the unique perspectives and experiences each of us brings make us stronger.

Take a look at just some of our Company Benefits:

  • Holiday - You’re entitled to 25 paid days off a year, plus eight Bank Holidays. If you’re part time you’ll receive the same on a pro rata basis.
  • Bonus - We offer a discretionary bonus to everyone. We need to meet our company annual targets and therefore the amount you receive depends on how you and the business perform over the year.
  • The percentage of bonus eligibility is based on role level and will be included in your offer letter
  • Pension – Defined Contribution Scheme - The plan helps you save for retirement by making monthly, tax-free contributions through your pay. The company will pay in an additional amount, up to 11% of your pensionable pay, depending on the level you wish to contribute.
  • Life Assurance - All employees are automatically covered for a two times salary death in service lump sum, except for final salary scheme members, whose benefit is defined in their rules
  • Health Cash Plan - Your health and wellbeing are really important to us. We’ll pay for you (and up to four children) to join the Health Cash Plan currently provided by Bupa, which gives you money back for your everyday health costs, from dental check-ups and prescriptions to the cost of glasses or treatments. Optionally you can pay to upgrade your plan, adding a partner or increasing your level of cover,
  • Wellbeing - We’re here to support your wellbeing at work and at home. If you use a screen at work, you’ll get a free eye test voucher, and every year we’ll offer you a free flu jab (usually in November). We run a full calendar of wellbeing events throughout the year, and you also have access to the following services:
  • Employee Assistance Programme - The Employee Assistance Programme gives you quick confidential access to guidance and advice on a range of subjects, including debt, care for children and the elderly, work-related concerns, or personal, domestic, emotional or health issues, plus lots more. The programme is currently provided by BUPA, an independent organisation which treats all enquiries with the strictest confidence.
  • Occupational health service -  Our occupational health service is here to help all of us prevent illness and days off sick. As well as sharing useful information about work-related health, the service also helps ensure we follow health and safety guidelines.
  • Sports and social clubs – We have a number of social clubs that organise events and trips and other company wide or local activities
  • Tax free bike scheme - Through cyclesolutions.co.uk we’re part of the government’s tax-free bike scheme, which gives you the opportunity to obtain a bike with regular deductions from your salary.
  • Childcare vouchers Whether you have toddlers or teens, you could get support from either the Government Tax Free Childcare Scheme (TFC) or the SW Employer Childcare Voucher Scheme
  • Lifestyle vouchers - Save money when you spend – Perkbox is an online platform designed to give access to hundreds of perks and discounts on a huge range of high street products and services, including food, travel, cinema tickets, attractions, beauty, wellbeing, fashion, home and motoring.
  • Charity and volunteering There are loads of ways to get involved with the charities and community projects we support across our region.  Our community volunteer programme means you can use two of your working days each year to support a worthwhile scheme or project. With give as you earn, you can donate directly from your pay to the charity of your choice, tax-free.  Our company charities are nominated and voted for by you each year, and you’ll have various opportunities to support them during working hours. We also have a long relationship with the national charity WaterAid, which aims to introduce life-saving water and sanitation systems around the world.
Find Us
Website:
Location
Southern Water
PO Box 41
Worthing
BN13 3NZ
United Kingdom
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