Service desk manager - wholesale market services

Posted on:

Job Details

Location: Reading

Type: Permanent

Ref: e20012049a


What is the purpose of the role?

In this key role, you will be required to oversee the implementation and high-level operation of the wholesale service desk to become the interface between Thames Water wholesale and the wholesale businesses customers. This position will manage and develop a team of associates and team leaders, act as the operational interface and develop and manage business change.

What makes this role unique?

The UK water industry is rapidly evolving. As of 2017, the first step-change to the industry will take place where all business customers will have a choice of water and waste-water retail supplier. Thames Water and the wider industry are responding to this challenge by becoming more market-focused, and implementing innovative changes needed to enable this competitive choice. Wholesale market services sits within the core of Thames Water's business, and at the heart of the area that is required to facilitate the delivery of our business's new market obligations. We operate on behalf of Thames Water Wholesale Water and Wastewater to enable the sale of services to all companies licensed to operate in the water markets, this equates to over 400m of revenue that is managed within the team. The team also manages approximately 40m of risk associated with market compliance. This unique opportunity will enable the successful applicant to play a major part in the delivery of these changes, by overseeing the implementation of the wholesale service desk. This essential function is the primary interface between Thames Water wholesale and its business customers.

What will this role involve?

This role will involve:

Driving the performance of the service desk team leaders and their agents to consistently deliver an exceptional service to our customers.

Identifying areas that require development and driving this forward in the team as well as related business units and customers.

Ensuring the reporting of service desk activity is reviewed, and any threat of non-compliance is immediately addressed.

Create reports and develop maintain and manage processes which the area is accountable for.

Creating and maintaining a network with managers across the wholesale business to support their provision of service requests along with ensuring they are in the loop of any market changes and information relevant to them and their processes.

What are we looking for?

A successful candidate will have experience in the water industry, specifically related to the management of a team of experts that deliver exceptional customer service regarding operational or commercial activities.

The candidate will demonstrate leadership and commercial awareness, which will allow them to be comfortable in an environment where they will be making decisions based on a number of complex parameters.

The individual will have strong communication skills, both verbal and written, and will have some experience with project management.

The individual will have knowledge of stakeholder management, and change management.

The candidate will be an analytical thinker, and will have gained considerable competence in MS Office.

Thames Water information and salary details

This role is based in Reading, minutes from Reading train station. We are offering a salary of up to 43k, depending on skills and experience. Our excellent salary package includes a competitive contributory pension and a wider benefits scheme which includes an annual pay review, child care vouchers, season ticket loans and loyalty awards for continuous service plus many more.

About Thames Water

Thames Water is the largest water and waste-water services company in the UK. We provide the essential service at the heart of daily life, health and enjoyment to 15 million customers across London and the Thames Valley and we are going through a period of exciting change.

We are focusing like never before on delivering brilliant services and providing our customers with a great experience. We are in the process of transforming our business in order to achieve this. To help us succeed, we need a range of new skills and capabilities and will be recruiting for these in the coming months. We are on the lookout for talented people across our entire region who are interested in helping us to become the best water and waste-water company in the UK.

Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.

Closing Date: The closing date for applications is 24/08/17.