Network Response Technical Expert – DMA
Location: Birmingham, England, United Kingdom
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Hello, we’re Severn Trent and we think water is wonderful. Oh, we’re pretty keen on people too. 24 hours a day, 365 days a year we serve 4.8 million households and businesses across the heart of the UK. Each cuppa drank and every toilet flushed is only possible because of the 6,500 brilliant team members working across our patch.
We welcome people from all walks of life and celebrate individuality. We know diverse minds, experiences and backgrounds help us to learn and better serve our customers and the communities where they live.
We also employ thousands of people from across our community who really care about what they do. Because that is how we do what we do. We do more, because we care.
What You’ll Do
We are excited to announce a new opportunity to join our Reactive Water Quality team as a Network Response Technical Expert. You’ll be responsible for delivering water quality improvement across the network, provide technical support to the wider business on network water quality risks, own, develop and deliver training of processes.
You’ll be involved in regulatory tap‑sample failure investigations and resolve ongoing water‑quality problems customers are experiencing. The aim is to identify/remove water‑quality risks with a mindset of future investment needs on our network. Help coordinate and supervise physical activities onsite.
Key Accountabilities
* Continuously improving Severn Trent’s Network Response Teams approach to water quality, taking responsibility for network issues including assessment of any technological innovations and undertaking benchmarking exercises to ascertain best practice within the UK Water Industry.
* Undertake Drinking Water Safety Plan (DWSP) risk assessments for distribution & customer, ensure correct DWI categories are assigned, and mitigation plans are put in place to minimise the risk.
* Utilising an array of complex desktop systems to investigate water quality issues on a local or regional basis to drive a reduction in CRI scores.
* Gather detailed evidence and submit CIRs for future investment on the network.
* Reactively determining the root cause of clustered customer complaints and allocating relevant next steps to key stakeholders across the business.
* Provide on‑site support, water quality expertise and knowledge to our own technicians as well as other teams across the business during investigations.
* Alleviate customer complaints or concerns, face to face or via telephone and provide packs to explain cases and manage expectations to improve CMEX scores.
* Managing and organising the workload across the team by monitoring the inbox, answering calls, updating team documentation and allocating jobs to the technicians’ personal schedules.
* Being responsible for auditing of the Water Quality Network Response Team’s equipment, processes, vehicles, and workplace, build reports and feedback to NRT leadership to improve performance and ensure safety and compliance across the team.
* Develop, maintain and update documentation relevant to our teams processes (SOPs) and training documents.
* During incidents, organise deployment of required logistics and equipment to sites across the whole STW estate. Coordinate and act as technical support on site if required and for the incident room, particularly for larger and more complex events.
* Reactively support the reduction of the Water Quality Contacts ODI by mitigating network issues, working alongside the Proactive Water Quality Team.
* Responsible for supporting NRT on large events and will be required to ensure additional contingency for Supply Interruptions. There will be a requirement for this role to be part of a standby rota due to this.
Qualifications
Of course, it’s important that we attract the right skill sets and those with the right experience but we value character, positivity and a caring attitude in equal weight.
Apart from being a great fit for the team you’ll ideally have a degree in any field relating to science or experience in root cause analysis, water‑quality regulations & hydraulic modelling. You’ll have a strong understanding of data analytics and an awareness of laboratory analysis.
You’ll have excellent decision‑making skills with the ability to work well as a team and alone. You’ll have the ability to champion and support new ideas, change initiatives, and adapt interpersonal style to suit different people or situations, whilst communicating with a number of internal and external stakeholders.
As this role requires frequent travel, you must hold a full UK Driving Licence including a valid Class B and, if successful, maintain business insurance for your vehicle.
Benefits
* Starting at £43,793.04
* 28 days holiday + bank holidays (and the ability to buy/sell up to 5 days per year)
* Annual bonus scheme (up to £2,250 per annum based on company performance)
* Leading pension scheme – we will double your contribution (up to 15% when you contribute 7.5%)
* Sharesave – the chance to buy Severn Trent Plc shares at a discounted rate
* Dedicated training and development with our ‘Academy’
* Electric vehicle scheme and retail offers
* Family friendly policies
* Two volunteering days per year
What’s Next
We can’t wait to hear from you. Before you apply, you’ll need an updated copy of your CV and about five minutes to spare.
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