Base
Closing Date
South East Hub (Linea, St Mellons)
23:59 - 10th March 2024
Who we are
Bath-times, half-times, party-times, meeting-times, and cooking-times. Our water brings Wales to life! It helps 3 million people stay healthy and clean every day. It keeps businesses running smoothly and life flowing along.
We’re different. And proud of it. We’re for everyone, not for profit. We’re people from every walk of life. All with an opportunity to develop and grow amazing careers. All sharing the benefits of bringing our whole self to work.
We’re the engineers and scientists, rangers and customer advisors that keep the taps flowing and keep our customers happy. And we’re thousands of other incredibly diverse roles with National responsibility. All working to the highest standards of satisfaction. In a business where safety and care for every colleague is never compromised.
We’re in every community. And for every community. We’re Welsh Water. The people with the passion to bring futures to life in a business that brings Wales to life!
Discover the difference Welsh Water can bring to your life.
What you’ll be responsible for
We have embarked on an ambitious programme to improve our performance with an ultimate aim to deliver an improved, more responsive service to our customers. A major step in this journey has been to establish new front-line Response Pod Teams which are responsible for responding to customer and network issues 24 hours a day, 7 days a week. The teams will be there to quickly solve problems when they occur, and cover all of the communities in Wales and England that we serve. This is an exciting opportunity to join this new team!
As a Water Response and Data Technician you will identify any issues which have the potential to impact customer supplies, water quality or require urgent response. You will identify and mobilise the appropriate front-line response and support them with direction and coordination throughout the event to completion.
Key responsibilities include:
- 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 customer or 3rd party reported issues.
- Utilise corporate systems and asset information to technically triage asset/network problems, identify a suitable course of response, and mobilise and coordinate response teams. Our response plans will focus on ensuring that supplies are restored as quickly as possible, water quality is not compromised, and data is captured to support accurate regulatory reporting requirements.
- Impact assessments will be carried out in real-time, and escalation will be required in line with agreed incident response triggers. You will provide technical information to Operational Response Analysts and Shift Managers in relation to network operations to enable effective decision making.
- Produce and coordinate the delivery of water quality response plans to prevent / mitigate discolouration, taste, or odour issues from affecting customers. Examples of plans include Low/High Velocity flushing, conditioning, and Water Quality sampling.
- You will work collaboratively with Retail / Customer Service teams to ensure that any customers who may/will be affected by the issue or our plans are informed. Ensure that regular updates are provided to customers throughout an event and liaise directly with customers to keep them updated on our response.
- Produce Risk Assessment/Method Statements which document our response plans for water network operations, and ensure that Safety, Quality and Public Health are always at the forefront of what we do.
- Update corporate systems with required information relating to our response allowing for timely, accurate reporting within the business and against our Regulatory measures.
- Carry out Customer Minutes Lost (CML) impact calculations during events to allow for real-time reporting. Support any post-event analysis to ensure that reporting is accurate.
- Liaise directly with the Water Quality and Sampling Teams ensuring that all procedural requirements to sample are met.
- Play a key role in coordinating the delivery of planned network/assets activities which have the potential to impact the network, customers, and performance.
- Collaborate with front-line Operational teams to ensure learnings from events are captured, improvement plans developed, and relevant asset information is updated.
- Support the Shift Manager in compiling shift update / hand over reports which will be available to the wider business.
- Participate in a standby rota and undertake any other duties that may be required to meet business needs.
Who you’ll work with
Internal
- Operational Response & Operational 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 the delivery of projects
External
- Customers
- Emergency Services.
- Alliance Partners / Contractors
About you
Knowledge, Skills & Experience
- Substantial experience in an operational technical, analytical or decision making role, preferably in the Water sector.
- Scientific, engineering, or analytical experience / background
- NVQ Level 2 or higher, BTEC, ONC/HNC qualifications in STEM discipline or equivalent operational experience
- Ability to effectively assess, evaluate and prioritise potential outcomes to inform decision making.
- Ability to pay close attention to detail, be challenging and rigorous, to ensure the correct level of accuracy is maintained
- Ability to conduct analysis from large, complex data sources, arrive at a credible conclusion and advise on an appropriate course of action
- Good organisational skills with the ability to work alone, under pressure, and prioritise workloads
- Able to deal with external stakeholders in a professional manner promoting a positive image of DCWW at all times
- A team player who understands the importance of ownership and accountability
- Ability to develop positive working relationships across management teams and wider organisation in order to develop a collaborative working environment.
- Effective communication skills and ability to undertake and communicate appropriate monitoring or remedial actions as per pre agreed processes.
Good to know
- Good IT and technical skills are essential.
- Display a strong customer service orientation.
- A high standard of PC and systems literacy is essential
We have a variety of Operational Response & Data Technician roles available, some working a 24/7 shift pattern, and others working extended ‘daytime’ shifts 7 days a week.
Those working the 24/7 pattern will be working 12-hour shifts, typically 4 on 4 off, with 2 early shifts (6am - 6pm) followed by 2 late shifts (6pm - 6am). This pattern is accompanied by a 25% shift allowance, with annual leave and bank holidays built in.
Benefits
What we bring to the table
As well as a market competitive salary, 33 days annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:
- Variable pay schemes
- Enhanced employer pension contributions – Up to 11% employer contributions
- Enhanced family friendly policies
- Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
- Reduction on high street & online shopping
- Cycle to work scheme/Car-leasing scheme
- Health CashBack scheme
- An employee assistance programme for employees and their immediate family
- Colleague matched fundraising scheme up to the value of £500 per year for your chosen charity
- 20% off all Welsh Water visitor attraction centres and gift shops
- Flexible working patterns
- Several internal employee networks including Embrace, LGBT+, Neurodiverse, Disability, Women of Welsh Water, Parents, Wellbeing and many more...
- We also recruit our own volunteer Wellbeing Champions (on an annual basis) - successful recruits will receive full i-act and StRaW training
Whilst also working for a not-for profit company that truly cares about earning the trust of customers everyday, and about looking after our beautiful environment.
INDHP
Dŵr Cymru Cyf, a limited company registered in Wales No. 2366777. Registered office: Linea, Fortran Road, St. Mellons, Cardiff CF3 0LT
© Dŵr Cymru Cyf 2019.
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