Sam's Story - Resourcing Analyst, South West Water

Sam has enjoyed a number of roles at South West Water, progressing and developing his knowledge and skills. Find out what attracted him to the energy and utilities sector and wat he enjoys most about his role. 

Sam Walton, Resourcing Analyst, South West Water

What do you do and where do you do it? 

I work as a Resourcing Analyst at South West Water. My team are responsible for making sure all incoming contact channels are serviced with the best achievable response times for customers.  We manage the staffing shift patterns, leave and sickness ensuring we have the correct number of people to deal with the expected number of customer contacts at any point in the day during our opening hours.

Why is your role important? 

My team are key in ensuring all contacts made to any of the South West Water telephone numbers or web channels, are routed to a member of staff with the appropriate skill to resolve the customers enquiry. We are responsible for ensuring all communication channels are open and working effectively. These channels include telephone, email, written, social media, web chat and SMS. 

Which parts of the job do you enjoy most?

I really enjoy the variety in my job. It’s a very reactive and interactive team which is constantly involved in the day to day management of the call centre. An exciting element of my job includes the opportunity to work on improvement projects, so I get to work with some great people on some very challenging tasks. This gives me an insight into other areas of the business. My working environment is extremely fast paced, there’s always something to do and each day is different.

"An exciting element of my job includes the opportunity to work on improvement projects, so I get to work with some great people on some very challenging tasks."

What path did you use to get to the position you hold today? 

I left school and worked in a number of companies before joining South West Water in 2007. I’ve been with the company ever since and have held various roles each bringing new challenges and rewards. In my current job I have the opportunity to mix with lots of different people and networking can be key to opening doors or finding new challenges.

What attracted you to join the energy and utilities sector? 

I had a number of family members in the industry and following many discussions about their work I became very interested in exploring this line of work for myself.

What do you think of the career prospects? Have you had much training and development?

As the industry is constantly evolving, training and development plays a huge part in ensuring we’re all doing the best we can in the most effective way possible. I personally have had the opportunity to develop a number of new skills to help me with my current role and the project work I have been involved in. In our business we often run incentives alongside the delivery of a new process or procedure as this encourages everyone to embrace change. 

Would you recommend your job to a friend and why?

I’d recommend my job to anyone who is looking to join a fast passed business that provides the opportunity of getting involved in a variety of roles that are both rewarding and challenging. No two days are the same and I like the variety and constant change – it keeps things fresh and exciting!

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