Water Operational Response & Data Technician (12 Months Fixed Term Contract)

What you’ll be responsible for

💧 Role Overview: Water Network Response Coordinator

Join a collaborative team where your decisions help protect water quality and customer service. You’ll play a key role in monitoring the clean water network, coordinating rapid responses, and ensuring safe, efficient operations.

Key Responsibilities:

1. Monitor & Respond: Use multiple data sources to spot issues affecting water supply or quality, and coordinate the right teams to respond quickly.
2. Urgent Incident Management: Lead responses to critical customer or third-party reports, ensuring swift action and clear communication.
3. Technical Triage: Use corporate systems to assess problems, plan responses, and mobilise teams—always prioritising safety, quality, and public health.
4. Customer Communication: Work closely with Customer Service to keep affected customers informed throughout any event.
5. Water Quality Plans: Develop and deliver plans to prevent or reduce discolouration, taste, or odour issues.
6. Safety & Reporting: Create risk assessments and method statements, and ensure accurate updates in corporate systems for regulatory reporting.
7. Performance Tracking: Calculate Customer Minutes Lost (CML) and support post-event reviews to drive improvements.
8. Team Collaboration: Liaise with Water Quality and Sampling teams, support planned network activities, and contribute to shift handovers.
9. Continuous Improvement: Participate in incident reviews and help capture learnings to improve future responses.

Who you’ll work with

Internal

•    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 the delivery of projects

External

•    Customers
•    Emergency Services
•    Alliance Partners / Contractors

About you

Knowledge, Skills and Experience

• 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 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    
• Display a strong customer service orientation   
• Effective communication skills and ability to undertake and communicate appropriate monitoring or remedial actions as per pre agreed processes  

Good to know

• 12 month fixed term contract – 24/7 shifts with 25% shift allowance.
• Take part in the standby rota.

• For more information on the role please contact Matthew.Price@dwrcymru.com

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:

• Option to buy additional annual leave up to 5 days per year
• Enhanced employer pension contributions – Up to 11% employer contributions
• Free Mortgage Brokering Services 
• Enhanced family friendly policies
• Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
• Gym and fitness discounts as well as high street shopping
• Cycle to work scheme
• Discount off all Welsh Water visitor attraction centres and gift shops
• Car-leasing scheme and free on-site parking at all sites
• Health CashBack scheme and access to an online GP service
• An employee assistance programme for employees and their immediate family
• Many more can be found on our website. 

 
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 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.