Wholesale Service Desk Coordinator

Wholesale Service Desk Coordinator

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 are 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.

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

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.