Job Description

Launch Your Career as a Wholesale Service Desk Administrator at South Staffs Water

Join South Staffs Water as a Wholesale Service Desk Administrator and play a key role in supporting our retailers and maintaining high service standards. Based in Walsall, you’ll help deliver accurate and timely solutions, foster strong business relationships, and ensure market compliance. As a Wholesale Service Desk Administrator, you will be the bridge between internal teams and retailers—championing clear communication, operational efficiency, and a fair service environment. If you’re detail-focused, organized, and passionate about customer service, this is the perfect role for you.

Why Become a Wholesale Service Desk Administrator at South Staffs Water?

Our Wholesale Service Desk Administrators are crucial to balancing retailer needs with business operations. You’ll investigate and resolve customer-related issues while ensuring full compliance with operational and market guidelines. Your communication will be key in keeping retailers informed and satisfied, while your role will directly influence continuous process improvement and fair access for all stakeholders.

Core Responsibilities of a Wholesale Service Desk Administrator

Customer Issue Resolution & Communication

Investigate, report, and resolve customer issues in line with operational policies.
Provide balanced support to both retailers and internal teams.
Acknowledge and address customer concerns within SLA timeframes.
Communicate effectively to keep all parties fully informed through resolution.

System Operations & Market Compliance

Use the Bilateral Hub and Central Market Operating System (CMOS) for issue tracking and updates.
Raise and progress jobs in Maximo using correct market codes and update systems like Rapid and CMOS to support billing accuracy.
Adhere to the Wholesale-Retail Code and maintain a level playing field for all retailers.

Process Improvement & Collaboration

Suggest and support improvements to processes and policies.
Ensure full implementation across teams and help uphold South Staffs Water’s operational excellence.
Use reporting tools to manage site visits and follow-up work while ensuring SLA targets are met.