Location
Hatfield

Hours
Part-time

Salary
£30,172 - £36,682 (Pro rata) depending on skills and experience

About the Role
Affinity Water has an exciting opportunity to join our Wholesale Operational Service Desk (WOSD) team as a Wholesale Service Desk Analyst on a part-time basis. In this role, you will manage and support all Retailers and their associated activity within the Non Household market. The WOSD acts as the single point of contact for all Retailers in this market. Reporting to the Wholesale Operational Service Desk Manager, you will be responsible for managing and administering Retailer requests, enquiries, and bi-lateral requests while demonstrating excellent customer management skills. You will take ownership of customer contact where relevant, proactively managing enquiries through to full resolution. Ensuring all enquiries are responded to consistently within agreed service levels helps reduce the risk of anti-competitive behaviour and maintains a level playing field.

Benefits
- Competitive salary dependent on skills and experience
- Learning and development opportunities including mentoring and formal courses
- Entry into the company annual bonus scheme
- Annual leave from 23-27 days, increasing with length of service, plus option to purchase up to 5 extra days
- A ‘Celebration Day’ in addition to public holidays for religious or personal occasions
- Generous double match pension scheme (company contribution capped at 12%)
- Family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave, and paid Carers Leave
- Menopause and Reasonable Adjustment policies to support performance
- Access to Wellbeing Centre for physical and mental health support
- Discounts at retail outlets and on dental and medical insurance through salary sacrifice schemes
- Up to 4 Affinity days per year to volunteer in the community
- Life Assurance
- Disability Confident employer committed to inclusive recruitment and support

Experience
Understanding of the role of Regulators in managing water businesses and the ability to apply basic knowledge of industry regulator requirements. Experience delivering business processes consistently in line with regulatory rules and business targets. Familiarity with key performance indicators and service level agreements (SLAs). Awareness of cost management and a proactive approach to reducing costs within the team.

About you
Customer-focused with excellent communication and management skills. Proactive in taking ownership of enquiries and driving them to resolution. Able to work collaboratively within a team and maintain high standards of service delivery. Committed to upholding regulatory compliance and promoting a level playing field within the market.

Qualifications
No specific qualifications are stated as mandatory; however, a good understanding of regulatory frameworks and business processes is essential. A positive attitude and willingness to learn are highly valued.