Address: Swansea, Wales, GB, sa6 5bq
Job Requisition Number 6770
Work Type Permanent
Job Function Operational
Salary Range £29,285 - £33,277
Base Clydach
Closing Date 23:59 on 29/10/2024
What you’ll be responsible for
As a Distribution Technician, you will be required to provide expert technical support for the Distribution area with a key focus on customer service. This will include providing advice to the network team, customers, other departments, and external agencies on all aspects of water distribution within the area. Ensuring high levels of service are provided during day-to-day operations to meet customer service, customer acceptability, and water quality measures.
* Ensuring information is collected to a high standard in line with company business systems for reporting purposes.
* Working alongside the areas Network Analyst and other members of the Network team to ensure customers receive the best service possible.
* Making recommendations for performance improvements including water quality, water flow, pressure, and interruption to supply.
* Achieving and improving customer experience.
* Ensuring data/IMS compliance in all customer operational activities.
* Producing RAMS to the standard required for internal and external audit.
* Reacting and working alongside all other teams during Silver & Gold incidents.
* Actively reviewing customer service performance focusing on meeting year-end SIM targets.
* Supporting the area supervisor to ensure the Distribution Network is operated and maintained in accordance with the Company business management system.
* Advising the written complaints coordinator on any technical issues and dealing with any areas of poor service.
* Working with the network analyst to trend root cause areas of poor service and produce mitigation plans/investment programmes.
Who you’ll work with
Internal
* Key stakeholders – OCC, Capital Delivery
* Management Team
* R&M contractor
* Internal auditors
External
* Welsh Water customers
About you
Qualifications, Knowledge, Experience & Skills
* Ideally educated to BTEC/HNC in a numerate or engineering subject or several years related experience of water network operation and maintenance.
* Holds a full current UK driving license.
* Have a high level of customer service/Network Operations experience.
* An understanding of regulatory reporting and measure including customer service (SIM), Customer Acceptability, Water Quality measures, and pressure management.
* Ability to use Microsoft software packages including but not limited to Excel, Word, and PowerPoint.
* Dealing with sometimes difficult situations in a friendly and professional manner, whilst striving for a speedy resolution.
* Excellent communication and interpersonal skills both written and oral.
* Efficiently organise your own time, handling routine work with a minimum of supervision.
* The ability to build and maintain good relationships with internal and external stakeholders.
* Ability to work to tight deadlines and in difficult circumstances.
* The ability to communicate with external and internal bodies regarding network/leakage performance.
* Able to demonstrate the technical ability to identify network issues and implement improvements.
Good to know
* A full UK Drivers Licence is required for this role.
* You will be required to participate in a standby rota.
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
* Option to buy additional annual leave up to 5 days per year
* 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
* Discount 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
Whilst also working for a not-for-profit company that truly cares about earning the trust of customers every day 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.
Who we are
Dŵr Cymru Welsh Water keeps 3 million people healthy each day with safe, reliable water, and takes 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.
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.
In essence, ours is a company based on trust, openness, respect, commitment, and honesty. A company that our colleagues are proud to work for.
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