Distribution Technician

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 when required on all aspects of water distribution within the area. Ensuring high levels of service are provided during day to day operations to meet the area Customer Service, Customer Acceptability and Water Quality measures.

Your responsibilities will include:
 

1. Ensuring information is collected to a high standard in line with company business systems for reporting purposes.
2. Work alongside the areas Network Analyst and other members of the Network team in the geographical area to ensure customers receive the best service possible ensuring the distribution system is operated at the highest standard possible. 
3. Making recommendations for performance improvements including  water quality , water flow and pressure  and interruption to supply
4. Achieving and improving customer experience.
5. Ensuring data/IMS compliance in all customer operational activities.
6. Producing RAMS to the standard required for internal and external audit.
7. Reacting and working alongside all other teams during Silver & Gold incidents.
8. Actively reviewing customer service performance focusing on meeting year end SIM targets. 
9. Supporting the area supervisor to ensure the Distribution Network is operated and maintained in accordance with the Company business management system
10. Advising the written complaints coordinator on any technical issues and dealing with any areas of poor service.
11. 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 which will enable you to deal with internal and external parties in a professional manner, developing solutions and communicating these across the organisation as efficiently and effectively as possible
• Efficiently organise your own time, handling routine work with a minimum of supervision, assessing priorities within your area of work and managing those priorities
• The ability to build and maintain good relationships with internal and external stakeholders 
• Ability to work to tight deadlines and in difficult circumstances, whilst still providing an unbiased service to our customers
• The ability to communicate with external and internal bodies with regard to 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 

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)
•    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 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 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.