What is the purpose of the role?
The UK water industry is rapidly evolving - all business customers now have a choice of their water and wastewater retailer. Forming part of the wholesale market services division, the registration team supports how we as a wholesaler operate compliantly within the market, by ensuring all business customers' data is accurate and up to date for the appropriate use by the retailers. This role will play a key part in owning and maintaining this data and assuring it is of sound-quality. The data includes but is not limited to; address updates, market eligibility, water supply arrangements, meter information, gap site analysis and more. Working to specific SLAs (service level agreements), you will be involved in owning the workflow management of data requests – analysing, investigating and determining a correct course of action based on your own initiative. You will provide accurate data correction reports, form substantial responses to requests using the evidence gathered via multiple systems and adequately challenge any data provided within the business to ensure the integrity of our data.
What makes this role unique?
You will be joining a relatively new team and division with a welcoming and enthusiastic group of people. The role is varied, giving you the opportunity to take responsibility and ownership, to think outside the box and to have thoughts and ideas used to create and improve processes. You will gain wide exposure into many different business units, making this a great opportunity to experience Thames Water as a whole.
What will this role involve?
Manage the processing of market transactions/corrective transactions in line with policies, to statutory service levels and understand the impact of these within the market.
Ensure the quality of wholesale market services data is maintained, by using company-specific systems to ensure internal and external records are accurate and up to date.
Monitor action and close cases in the shared inboxes and CRM systems.
Daily use of internal legacy systems and bespoke systems, triage of data errors and rectify by sending the relevant transactions to the central market operating systems and to other appropriate business units.
Carry out in-depth desk investigations of all registration specific service requests from retailers & internal departments, by using internal source systems and public domain databases.
Determine if cases should be accepted/rejected/cancelled and/or charged to the retailers.
Individual and team involvement in continuous improvement to create and improve our processes, increase efficiency by reducing lead times and/or improving accuracy.
Take on bespoke tasks that fall within the registration team remit; complete investigations based on incorrect data in the market, complete data cleanses where necessary, maintain registration training guides when required; and attend adhoc training and coaching sessions when knowledge gaps identified.
What are we looking for?
Do you have previous experience working in an investigative/analysis role? Are you able to understand the bigger picture on how transactions can impact different areas? If the answer is yes, look no further! We are seeking an analytic individual with the experience and confidence to simultaneously work on several bespoke and internal systems; understanding of workflow management and billing systems is advantageous. You will have strong problem solving abilities, be used to and comfortable working on your own using initiative to make decisions and are also a great team player. The ideal candidate will have the ability to multi-task & work under pressure, be comfortable and adaptable in an ever changing environment and have great interpersonal and communications skills.
Thames Water information and salary details
This role is based in Reading, minutes' walk from the station with a salary of £19-23k 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.
Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.
Closing Date: The closing date for applications is 25/01/2018.