The South East Water Wholesale non-household team is a small but hard-working team of individuals from a range of backgrounds who are passionate about helping our non-household customers and their retailers with any operational or market queries that they may have by way of our dedicated non-household inbox.
Our friendly call agents are also happy to assist with any urgent water supply or water quality enquiries by telephone.
The Team
Katrina Johnson
Team Manger
I joined South East Water in 2012.I started off in Customer Services and then on to the Billing Team.In 2016 I joined the Wholesale Service Desk before moving over to the non-household team in 2018 as the Relationship Specialist. In August 2020 I became the Team Manager.
My main aim is to maintain good relations with all of our retailers and support the non-household team. I deal with all manner of requests from the day to day individual customer technical issues to much more complex problems such as market transactions and complaints.
Emma Elmes
Regulatory Specialist
I’ve been working within the Wholesale Team since November 2016. My role now is as Wholesale Service Desk Regulatory Specialist, making use of my background as a Chartered Legal Executive and ensuring that our day-to-day processes are running in line with the operational terms and timeframes set by the Market Operator. I work closely with our Business Retail Team Manager to track team performance and targets.
I also regularly attend market conferences and workshops with the aim of discussing market problems, amending processes and collaborating to ensure the experience of our end customers is as smooth as possible.
Luke McLoughlin
Wholesale Network Advisor
I've been working on the Wholesale Team since September 2017. I first joined as a Data Entry Advisor to help with a data project, and eventually progressed to a Wholesale Service Desk Advisor, and then a Wholesale Network Advisor. Before this, I worked at a bank as a customer service advisor and studied Economics at university.
Tom Abbott
Retail Advisor
I began working for South East Water in 2020, shortly after completing a four year degree in Italian and International Relations.
Initially I joined the Wholesale department as a Technical Advisor, where I would deal with household customer water supply queries ranging from leaks to water quality issues.
In March of 2021, I joined the vibrant Non-Household team as a Retail Advisor.
Within my current role I work with retailers and non-household customers to ensure that the market is kept up to date and any technical issues are resolved.
Glen Thurgood
Data Entry Project Advisor
I joined the Wholesale Team in early 2020 to assist with a large data project that they were conducting. Since then I have progressed to leading and completing that project and have now taken ownership of a new project role within the team which we hope will benefit the retailers and their customers alike.
As part of this project I am not only responsible for ensuring that our market data is kept up-to-date but also for assisting our field agents with any technical information that they may need in order to carry out our investigations.