Overview
Experience operating in a front-line operational role in the Water Industry, Utilities or Engineering sectors. Good IT and technical skills are essential. A team player who understands ownership and accountability, with strong customer service orientation and effective communication skills.
Responsibilities
* Monitoring multiple data sources to identify issues on the Water network which are impacting / may impact customer supplies or water quality. You will select and coordinate suitable resources from the Response Pod / Distribution or Standby teams as appropriate.
* Coordinating response to all urgent ("blue light") customer or 3rd party reported issues.
* Utilise corporate systems and asset information to technically triage asset/network problems, identify a suitable course of response, mobilise and coordinate response teams. Focus on restoring supplies quickly, protecting water quality and capturing data for regulatory reporting.
* Carry out real-time impact assessments and escalate in line with agreed incident response triggers. Provide technical information to Operational Response Analysts and Shift Managers to enable effective decision making.
* Produce and coordinate water quality response plans to prevent / mitigate discolouration, taste or odour issues. Plans may include low/high velocity flushing, conditioning and water quality sampling.
* Collaborate with Retail / Customer Service teams to inform customers who may be affected and provide regular updates during an event; liaise directly with customers as needed.
* Produce Risk Assessments/Method Statements documenting response plans for water network operations, ensuring Safety, Quality and Public Health are prioritised.
* Update corporate systems with required information to support timely, accurate reporting within the business and against regulatory measures.
* Carry out Customer Minutes Lost (CML) impact calculations during events and support post-event analysis to ensure accurate reporting.
* Liaise with the Water Quality and Sampling Teams to ensure procedural sampling requirements are met.
* Coordinate delivery of planned network/asset activities with potential network, customer and performance impact.
* Provide information for regulatory reporting of events/incidents (e.g., DWI notifiable incidents) for initial notification and detailed follow-up reports. Participate in the Post Incident Review Process (PIR) and implement lessons learned and improvements.
* Collaborate with front-line Operational teams to capture learnings, develop improvement plans and update asset information.
* Support the Shift Manager in compiling shift update / handover reports for the wider business.
Who you'll work with
* Operational Response & Control Hub team
* Response Pod and Distribution Teams
* Water Production Teams
* Water Services Science
* Water Network Alliance
* Water Engineering / Leakage
* Capital
* Retail / OCC
* Operational Services teams
* Bronze, Silver & Gold Managers
* Other departments associated with project delivery
External interactions
* Customers
* Emergency Services
* Alliance Partners / Contractors
Experience & qualifications
* Experience operating in a front-line operational role in the Water Industry, Utilities or Engineering sectors
* Water industry experience is preferable
* Good IT and technical skills are essential
* Ability to assess, evaluate and prioritise potential outcomes to inform decision making
* Attention to detail, rigorous approach to accuracy
* Ability to analyse large, complex data sources and advise on appropriate actions
* Strong organisational skills; able to work independently, under pressure and prioritise workloads
* Professional communication with external stakeholders; promotes a positive image of DCWW
* Team player with ownership and accountability mindset
* Customer service orientation
* Effective monitoring or remedial action communication as per pre-agreed processes
Good to know
* This role includes a 24 hour shift pattern
* We may close this role sooner if required; closing date may be extended depending on interest
* Pre-employment checks: satisfactory references, post-offer medical clearance, and a basic criminal records disclosure
About us
Dŵr Cymru Welsh Water keeps 3 million people healthy each day with safe, reliable water and wastewater services. We emphasise equality, diversity and inclusion, and we encourage applications from minority groups. We are committed to security of people, assets and information.
Benefits
* Market competitive salary
* 33 days annual leave (pro rata, including public holidays)
* Additional benefits: enhanced pension contributions (up to 11%), mortgage brokering services, family-friendly policies, funded training and mentoring, gym discounts, cycle to work, shopping discounts, car-leasing and free on-site parking, Health CashBack, online GP, employee assistance programme, and more
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