Base

Closing Date

Clydach

23:59 - 24th March 2024

What you’ll be responsible for

As a Distribution Scheduler you will:

• Be responsible for prioritising and allocating customer service and reactive activity to the operational resource, ensuring full compliance with Service Level Agreements and regulatory targets.
• Ensure workload from all work streams is captured and effectively scheduled to optimise resources and to deliver excellence in the services we provide. 
• Keep customers fully informed throughout their journey with us.
• Utilise our process tools such as Track My Job, Jeopardy Management and video calling, to plan work in the most efficient way possible.
• Work closely with Operational Supervisors and Technicians to plan, direct and monitor the activities of the team to achieve all performance targets.
• Monitor resource levels in real time to ensure compliance.
• Communicate effectively and efficiently with Field Staff (inspectors) and support with technical advice as appropriate, or coordinate response from appropriate sources as necessary.
• Support our Customer Measure of Experience (CMEX) challenge through effective case management and resolution. 
• Identify opportunities to improve performance and customer service delivery
• Regularly monitor lone working activities in line with health and safety objectives.
• Liaise effectively with customers, working to continually improve proactive communication and performance on all customer services performance measures.
• Ensure effective communication with both Water24 and the customer to manage blue light calls and minimise reactive activity where possible.
• Drive performance in the team to ensure effective use of time and resources against given targets.
• Match resources to geography, skills and job types to include the use of the tracker system.
• Manage appointment capacity and adjust in real time, in line with current and future resource levels.
• Liaise with Minor Works Contractor and other strategic DCWW Partners to ensure we are providing the best possible service to our customers.
• Carry out root cause analysis of scheduling activities to identify and implement improvements.
• Work closely with Operational Supervisor/Team Leader to achieve or exceed all performance targets
• Be flexible regarding working patterns to meet business needs
• Undertake any other duties as required

This role will include being part of a formal standby rota.

Who you’ll work with

Internal

• Field Staff
• Operational Supervisors
• Team Leaders

External

• Customers

About you

Knowledge, Skills & Experience

• Excellent Customer Service skills 
• Excellent IT skills, such as SAP Production, JMT, or a willingness to learn new systems
• Works well in a thriving environment and has good multitasking skills 
• Structured & able to prioritise their own workload
• Team player who is willing to help others 

Good to know

• Office working
• 8am - 4pm, with a 1 in 5 late shift (10am-6pm)
• Requirement to participate in a standby rota (1 in 9)  and 260 hours of planned overtime with additional earning potential of up to £3000 a year

Benefits

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 (your salary band will remain the same, but performance depending, you could receive an incremental within-band increase and a yearly incentive)

•    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 gym memberships and high street shopping

•    Cycle to work scheme

•    Free on-site parking at all our sites

•    20% off all Welsh Water visitor attraction centres and gift shops

•    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

•    Option to buy annual leave up to 5 days per year
 

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

Please note, we may close this role sooner if required. We may also extend the original closing date depending on interest.

Due to the nature of the industry, we require satisfactory references, post offer medical clearance, and a criminal records Basic Disclosure check on all new employees joining the business. For some roles there may be additional checks and security clearance required, and this offer is subject to all checks being satisfied. You will receive further information on how to complete these checks via email once you have accepted this offer.
 

Who we are

Dŵr Cymru Welsh Water keep 3 million people healthy each day with safe, reliable water, and take away wastewater to clean, before returning it safely to our beautiful rivers and seas.

To be able to deliver high quality, essential services which help to protect the health of our customers, colleagues and our environment, we need the right people to deliver on our vision.  This is achieved by living our core values and demonstrating the core behaviours that underpin them.  The security of our people, assets and information is key to us, so we are looking for people who understand and comply with the company’s required security objectives.

We know that the most successful teams are the most diverse teams. Equality, diversity and inclusion provide the very foundation to our culture at Welsh Water. We want every individual to feel confident, proud and able to bring their whole selves to work. 

To ensure an improved representation in our workforce, applications are particularly welcome from minority groups including Black, Asian and Minority Ethnic people, Females, LGBT+, Non-binary and people with disabilities. Together we continue to build a workplace that not only celebrates the diverse voices of our colleagues but also represents each customer we serve.

In essence, ours is a company based on trust, openness, respect, commitment and honesty. A company that our colleagues are proud to work for.
 

INDMP

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.