Wholesale Service Desk Coordinator
South West Water
Contract
On-site
Exeter, United Kingdom
At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.
We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.
And we have huge ambitions.
Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come.
So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.
We currently have a fantastic opportunity available for a Wholesale Service Desk Coordinator to join our team working in Exeter. You will join us on a full-time, fixed term contract for up to 12 months, and in return, you will receive a competitive salary of £27,010 per annum plus excellent company benefits + localised incentives.
About the role:
In this exciting opportunity you will be providing gold standard service to our retailers and key stakeholders by delivering results orientated, customer focused and an efficient service that is in line with the industry leading performance for the Market Performance Standards.
Within this exciting performance driven role, you will be working in a fast paced environment, where you will use a blend of your strong communication, problem solving and IT skills to take a proactive approach to support key stakeholders from the first point of contact, all the way up to finding the perfect resolution to their problem.
If you are looking for a role where every day is different and rewards the team based on key deliverables – then apply today!
Shift Patterns:
Working a 37hours per week, Monday to Friday between 08:00 to 18:00 (excluding bank holidays). Shift schedules are published with enough time to review and will require some flexibility. You will be working an 8-hour shift that will be:
- 08:00 – 16:00
- 09:00 – 17:00
- Or 10:00 – 18:00
What you’ll be doing:
- Input into the numerous company systems and Market Operator Interface in order to meet SLAs
- Provide excellent customer service to retailers and non-household customers over the phone and by email
- Liaise with key stakeholders to solve problems and ensure that processes meet SLAs
- Arrange for a technician to carry out a site visit in order to: Repair or replace a water meter, install a water meter, remove a water meter for testing, confirm what property a meter serves and complete various other non-household processes.
- Update information regarding New connections to the Wholesaler's Water and Sewerage Supply System for domestic purposes and non-domestic purposes (including Building Water)
- Review and process applications to be Registered as the Retailer to a newly connected Supply Point
- Review and update both temporary and permanent disconnection of water supply requests from Retailers
- Review applications for allowances (volumetric adjustments) and update successful applications into the Market Operating system
- Check the various Wholesaler systems for updates on ongoing work requested by the team for ongoing processes
- Respond and resolve Retailer and non-household customer enquiries and complaints
- Use online services to complete a desktop survey and determine whether a property is household or non-household (a business)
- Review and manage incoming Trade Effluent requests and enquiries
- Notify retailers of capital works which have an effect on non-household customers, this also includes reactive work and short-term planned activities.
What we are looking for:
- Good general standard of education in English and Maths.
- Experience of working on a Service Desk or Contact Centre/Back Office process driven environment
- Excellent oral and written communication skills
- Resilience, ability to stay calm when under pressure
- Ability to prioritise and organise
- The ability to work under own initiative and as part of a team to ensure a high level of service is maintained to external and internal customers
- Desire to progress through a multi-skilled, fast paced environment
What's in it for you:
- Generous holiday allowance plus bank holidays
- Buy or sell annual leave to offer you extra flexibility
- Buy a bike and safety equipment tax-free, through our Cycle to Work scheme
- We offer free car parking at the majority of our sites
- Take up to 26 weeks’ additional maternity leave
- Share your parental leave and split your time off to care for your child how you choose
- Invest in Pennon Group Plc through our employee share schemes
- We support our people by offering a free, confidential Employee Assistance Programme
- Look after your wellbeing with our Champion Health support platform
- Enjoy free eye tests and discounts on frames and lenses at Specsavers
- Enjoy access to thousands of deals and discounts on supermarkets, high street shops, online retailers, travel, eating out, cinemas, gyms and much more though Perkbox
- A range of group discounts: The Dell Advantage Programme, Virgin Media Affinity Scheme, Vodafone Advantage and more
- A discretionary Bonus
- Competitive Contributory Pension
At South West Water, we don’t all do the same job, but we each get out of bed in the morning knowing that every day is a chance to make incredible things happen, together. In return for our people’s hard work and commitment, we offer an excellent range of benefits:
Closing Date: 29th September 2025
If you are looking for a new challenge, please click apply now to be considered as our Wholesale Services Coordinator - we look forward to receiving your application.
Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.
Our core values which are essential to our success are:
Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.
Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.
Be the Future - Embrace change. Drive Progress. Own the challenge.