Wholesale Service Desk GSS specialist

Summary:

We are looking for a high-caliber GSS Compliance & Data Analyst to join our team. This is a high-visibility role that sits at the intersection of regulatory compliance, advanced data analytics, and operational strategy.

As our subject matter expert for the Guaranteed Standards Scheme (GSS), you won’t just be monitoring performance; you will be the architect of the data that informs our senior leadership. You will bridge the gap between complex datasets and executive decision-making, ensuring we meet our obligations to Ofwat while driving continuous service improvement. This role offers a unique platform to demonstrate both technical mastery and strategic leadership.

Main Responsibilities

• Advanced Data Analytics & Systems:Act as a "Power User" across our core systems. You will collate, clean, and analyse complex datasets from Maximo, our CRM, and billing platforms to provide a single, accurate version of GSS performance.
• Google Sheets Expert:Develop and maintain sophisticated reporting tools and automated dashboards. You must be highly proficient in advanced formulas (e.g., INDEX/MATCH, QUERY, ARRAYFORMULA) to model trends and forecast GSS expenditure.
• Stakeholder Influence & Presentation:You will regularly present insights and performance trends to Directors and Senior Stakeholders. You must be able to translate technical data into compelling narratives that influence operational change and preventative actions.
• Regulatory Compliance & Audit:Ensure 100% accuracy in identifying and processing GSS claims for household and non-household customers. You will lead regular audits to ensure adherence to Ofwat/Defra regulations and internal policies.
• Operational Improvement:Collaborate with Network Operations, Billing, and Field Services to investigate the root causes of service failures (GSS triggers) and proactively recommend process enhancements.

About you

• Technical Rigor:A degree (or equivalent experience) in Business, Data Analytics, Economics, or a related field.
• Systems Experience:Proven experience navigating asset management systems (ie Maximo) and customer management platforms.
• Spreadsheet Mastery:Expert-level Google Sheets skills are essential. You should be comfortable building complex models from scratch.
• Communication Presence:The ability to present data confidently at a Director level, with the interpersonal skills to influence stakeholders across the business.
• Industry Knowledge: Experience in UK Utilities (Water, Energy, or Telecoms) with a strong understanding of Ofwat’s GSS regulations and wider regulatory frameworks (e.g., PR24/PR29).
• Attention to Detail:An uncompromising approach to accuracy and a proactive attitude toward problem-solving.

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.

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We want to be the water company people want to be supplied by and want to work for.

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.

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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.

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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:

Up to £33,000 depending on experience