Wholesale Service Desk Advisor

We’re making a difference: Together, we can ensure that there is enough water for everyone, now and in the future. Portsmouth Water are delighted to have an opening for a Wholesale Service Desk Advisor to join our Wholesale Desk team! As a Wholesale Services Advisor you will provide frontline support to non-household (NHH) retailers, ensuring timely and accurate services across wholesale interactions. Working closely with the Wholesale Service Desk team, the role handles bilateral service requests, retailer enquiries, and maintains data quality. You will also support compliance with MOSL Market Codes and help the organisation meet its regulatory and performance obligations within the NHH retail market. The right candidate will have a strong background in a customer service role and have strong communication skills.

What will you be doing?

Key Responsibilities

• Act as the first point of contact for non-household (NHH) retailers, providing clear, helpful advice on service requests, processes and operational updates.
• Manage inbound communications via phone, email, CRM systems, and the bilateral hub.
• Ensure all enquires are resolved or escalated within agreed service levels and MOSL timescales.
• Process routine bilateral transactions (e.g., meter reads, meter exchanges, supply verification, operation requests) in accordance with MOSL service levels.
• Escalate complex or non-standard cases to Wholesale Service Desk Specialists.
• Maintain a clear audit trail for all actions and updates.
• Carry out routine checks on data quality for supply points, meter details, and transaction outcomes.
• Identify data discrepancies and work with internal teams to resolve issues promptly.
• Monitor personal workload, ensuring all tasks are delivered within SLA and to required quality standards.
• Contribute to wholesale performance KPIs, including market transactions, complaint handling, and retailer satisfaction.
• Liaise with internal teams (metering, operations, billing, network teams) to support retailer requests and ensure timely handovers.

What do you need?

Essential Skills, Qualifications & Competencies

• Experience in a customer service or operations-based role.
• Strong communication skills with the ability to explain processes clearly.
• Good attention to detail and commitment to accuracy.
• Ability to prioritise workload and meet deadlines.
• Strong problem-solving and organisational skills.
• Comfortable working within performance targets and structured SLAs.
• Competent IT skills, including use of CRM systems and spreadsheets.
• Customer focused with a friendly and professional manner.
• Proactive and willing to take ownership of tasks.
• Collaborative and supportive team player.
• Calm under pressure and comfortable managing busy workloads.
• Keen to learn and develop specialist knowledge over time.

Desirable

• Experience in the water industry or another regulated utility.
• Understanding of the non-household retail water market.
• Familiarity with MOSL Market Codes and bilateral processes.
• Experience with workflow management or ticketing systems.

We recognise people want to work in a variety of different ways , and that’s why we’re happy to consider flexible working arrangements . Please feel free to talk to us at interview about the flexibility you may be looking for. Please note, we may close this advert early if we receive a high volume of applications so we encourage you to apply as soon as possible to avoid missing out. We’re committed to equality, diversity and inclusion , and we actively encourage applications from all sections of society. Please be aware, the Company has a responsibility to ensure that all employees are eligible to live and work in the UK . Due to the high volume of applications we may receive , we’re unable to respond to every applicant individually. If your application is of interest, we’ll usually be in touch within 4 weeks of receiving it.

What can Portsmouth Water offer you?

At Portsmouth Water, We Believe In Rewarding Our People. Here’s Just a Taste Of What’s Waiting For You When You Join The Team

• Holidays Made Better Enjoy 25 days of annual leave , plus bank holidays , giving you plenty of time to relax, recharge, and explore.
• A Pension That Works for You We’ll help secure your future with a generous pension scheme , contributing up to 15% because your tomorrow matters as much as your today.
• Performance Pays Off You could earn a non-contractual bonus of up to 6% of your basic salary , linked to company performance because when we succeed together, you should benefit too.
• Family Comes First Whether you’re welcoming a new arrival through birth or adoption, we’ve got your back with enhanced maternity, paternity, and adoption leave and pay.
• Social Events All expenses covered summer and winter social events.
• Peace of Mind, Always Our life assurance scheme gives your loved ones extra security, with a 4x salary lump sum benefit in case the unexpected happens.
• Comprehensive Wellbeing Support Whether you need confidential mental health and wellbeing advice 24/7 through our Employee Assistance Programme, or physical health support via our Virtual GP service (available 8am10pm, 7 days a week for you and your immediate family), help is always close at hand with the HealthHero app.
• PW Perks Treat Yourself! Enjoy exclusive discounts at thousands of retailers , plus exciting benefits like: Electric Vehicle Scheme (after 1 year) Cycle to Work Scheme Health Cash Plan and so much more!