Job Description
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 Business Markets Relationship Manager for our highly regarded Business Markets Department, who will be responsible for managing the relationship with our Developer Customers and Retailers. Attending industry groups and forums, you will be the key contact point for these customers to ensure issues and challenges are understood and resolved promptly to ensure top quartile performance in BR-MeX and D-MeX.
What will you be doing?
Key Responsibilities
• Have an excellent understanding of technical requirements for a retailer’s bilateral request to be able to effectively communicate with Retailers and Non-Household customers and provide them with the correct information.
• Understand the Market Performance Framework to ensure compliance and respond to escalated cases and complaints confidently.
• Understand the requirements for data cleanse within the MOSL Holistic League table to improve our rank.
• Understand the qualitative surveys undertaken by MOSL to ensure excellent customer service is provided.
• Understand how BR-MeX scoring is calculated and the impacts of our R-MeX position on the company.
• Understand how to record ‘action’ dates within SWIM-Pool to ensure accurate Levels of Service metric reporting to MOSL.
• Have a good understanding of administrative requirements for a new service connection to correctly understand Developer Customer Liaison work order results and to be able to effectively communicate with Developer Customers and provide them with the correct information.
• Understand when a new main is required in addition to a new service to prevent delays in applications being processed.
• Understand the Water UK Levels of Service metrics to ensure accurate monitoring and compliance.
• Understand the qualitative surveys undertaken by Ofwat to ensure excellent customer service is provided.
• Understand how D-MeX scoring is calculated and the impacts of our D-MeX position on the company.
• Understand how to record ‘action’ dates on the internal metric monitoring and reporting document to ensure accurate Levels of Service metric reporting to Water UK.
• Work at all times within the applicable Risk Assessments.
• Complete any necessary assessments.
• The role requires a technical understanding of the network as well as an understanding of MOSL’s Market Performance Framework, which is in excess 80 SLAs, and how to monitor compliance with them and report against them. In addition, there should be an administrative understanding Water UK Levels of Service metrics and how to monitor compliance with them.
What do you need?
Skills, Qualifications & Competencies
• Excellent verbal, written and non-verbal communication skills.
• Organisational and time management skills.
• Able to work as a team as well as using own initiative.
• Be able to work under pressure effectively and efficiently.
• Prioritisation skills.
• Collaborative working with Retailers, Developers, Customers and Contractors.
• Strong attention to detail and accuracy. Suggest changes to make processes more efficient.
• Have a positive can-do attitude.
• Quantitative metric monitoring and compliance.
• Full UK driving licence.
• Willingness to travel to face-to-face meetings.
• Previous experience of managing relationships with different customer types.
• Previous experience of attending and participating in industry meetings and forums.
We recognise people want to work in a variety of different ways, this means we are happy to consider flexible working arrangements. Please talk to us at the interview about the flexibility you may want.
We support equality, diversity and inclusion and encourage applications from all sections of society. The Company has a responsibility to ensure that all employees are eligible to work and live in the UK.
Due to the high volume of applications received we are unable to respond to unsuccessful candidates. If your application is of interest to us, we will normally contact you within 4 weeks of receiving your application.