South Staffs Water
Wholesale Service Desk Administrator
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Wholesale Service Desk Advisor
Salary: £25,137 per annum
Location: Walsall, West Midlands (4 days per week in the Office)
Contract: Full-Time | Permanent | 37 hours per week (Monday to Friday)
Company Benefits
About Us
South Staffordshire Water operates across two regions as Cambridge Water and South Staffs Water, and is a privately-owned regulated water only company.
South Staffs Water supplies a population of nearly 1.3 million. The area of supply stretches from the edge of Ashbourne in the North, to Halesowen in the South, and from Burton-on-Trent in the East, to Kinver in the West.
The Role
As a Wholesale Service Desk Administrator, you'll play a key role in supporting our retail partners and ensuring a high level of service across our wholesale operations. Acting as a central point of contact, you'll manage enquiries, investigate issues, and work closely with internal teams to deliver timely and effective resolutions.
This is a varied and fast-paced role that requires excellent communication, strong organisational skills and attention to detail. You'll maintain accurate records, support compliance with industry requirements, and contribute to continuous improvements that enhance the service we provide to our retail partners.
Key Responsibilities
As a Wholesale Service Desk Administrator, you will:
- Act as a key point of contact for retailers, providing timely and professional support.
- Investigate, manage and resolve retailer and customer-related enquiries in line with agreed service level agreements (SLAs).
- Maintain accurate records and provide updates using systems such as CMOS, Bilateral Hub and Maximo.
- Work closely with operational teams to coordinate responses and ensure issues are resolved efficiently.
- Build positive relationships with internal stakeholders and retail partners to support effective service delivery.
- Identify opportunities to improve processes and contribute to continuous service improvement initiatives.
- Support compliance with industry regulations and wholesale market requirements.
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What You’ll Need
We're looking for someone who can demonstrate:
- Excellent communication skills, with the ability to engage confidently and professionally with a range of stakeholders.
- Strong organisational and time-management skills, with the ability to prioritise a varied workload and meet deadlines.
- Excellent attention to detail and a commitment to maintaining accurate records and high-quality standards.
- A proactive, customer-focused approach, taking ownership of issues through to resolution.
- Strong problem-solving skills and the ability to make sound decisions.
- The ability to work effectively both independently and as part of a collaborative team.
- Experience within an administrative, customer service or service desk environment would be advantageous.
What You'll Get
Family-Friendly Leave
- Enhanced Maternity, Adoption, Paternity & Shared Parental Leave
- Fertility Support
- Up to 5 paid Carer’s Days
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Financial & Life Assurance
- Company Pension Scheme with salary sacrifice options
Health & Wellbeing
- Employee Assistance Programme
- 24/7 Virtual GP access for you and your dependents
Lifestyle & Perks
- Cycle to Work Scheme
- My Premier Benefits discounts, cashback, and vouchers
Professional Development
- Hands-on training
- Ongoing career development opportunities
Inclusion & Belonging
- Active People Networks – Disability & Neurodiversity, Unity+, Women’s Network, Parent & Carer Networking Group and more
Performance & Recognition
- Annual salary review
- Reward & Recognition Scheme
- Long Service Awards.
At South Staffordshire Limited, inclusion matters. We have a wide range of employee networks which are employee-led communities that bring our people together, support different perspectives and create a strong sense of belonging. Our people are encouraged to get involved as members or allies.
We are committed to building a team that reflects the diversity of the communities we serve.
We warmly welcome applications from candidates of all backgrounds, including all genders, ethnicity, sexual orientations, and physical and neurodiverse abilities.
We are happy to discuss reasonable adjustments and encourage you to let us know how we can best support you throughout the recruitment process.
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