Wholesale Service Desk Coordinator @ South West Water

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:

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:

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: 5th December 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.

Wholesale Service Desk Coordinator

South West Water

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