Wholesale Service Desk Incident Coordinator/Scheduler

Summary:

We are looking for a Wholesale Service Desk Incident Coordinator to join our team. As Incident Coordinator you will be right at the heart of our operations, helping to keep the water flowing for millions of customers.

This role is a fantastic opportunity for someone looking to step up. You won't just be managing schedules; you will be the first line of technical support for our advisors and a key support to the Team Manager.

Whether you are an experienced Coordinator looking for a role with genuine impact, or a rising talent ready to take on responsibility, this is a place where you can grow, develop, and make a real difference.

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.

You'll need:
Skills / Qualifications / Experience

• 4 GCSE's including Maths and English.
• 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.

​
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.

​​
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:

£30,595 per annum.