Response Controller

Monitoring, managing and prioritising SCADA and Telemetry alarms from Welsh Water assets within a defined geographical area.

Responsibilities

• Act as the initial focal point for identifying asset failures via Welsh Water's Telemetry alarm systems and, where appropriate, SCADA control systems to improve customer service, cost savings and regulatory compliance.
• Participate in alarm optimisation and proactively support optimisation strategies.
• Support and drive a process-based discipline for passing information to all stakeholders.
• Monitor, interpret and process all alarms that appear at the 24‑hour Response Desk, ensuring a highly responsive service is provided to Operational Management teams at all times.
• Liaise and plan work with network supervisors and operatives to ensure uninterrupted supply when plant shut‑downs are required for maintenance and other site work.
• Liaise and coordinate with area Supervisor and team members on operating activities and formulate effective, efficient cost‑reduction plans and savings, including running Triad Avoidance and Peak Energy Tariff Avoidance schedules.
• Calculate river raw water availability and ensure over‑abstraction does not occur.
• Carry out remote control of assets including pump resets and pass specific alarms to operational teams for further analysis.
• Take and log telemetry helpdesk calls from a variety of Welsh Water business users.
• Compile shift handover reports.
• Generate “adhoc” alarm reports for telemetry users via AMS history.
• Undertake any other duties required to meet the needs of the business, including additional support during operational incidents.

This role is a 40.8‑hour per week contract, which includes a 20% shift allowance and standby payments on top of the base salary.

Qualifications

• Experience of analytical work, including trend analysis.
• Attention to detail to ensure the correct level of accuracy.
• Strong organisational skills and the ability to work under pressure and prioritise effectively.
• Ability to deal with external stakeholders in a professional manner, promoting a positive image of Welsh Water.
• Team player with a sense of ownership and accountability.
• Strong customer‑service orientation.
• Ability to develop positive working relationships across Water and Waste Distribution and Production management teams and wider organisations.
• Effective communication skills and the ability to undertake and communicate appropriate monitoring or remedial actions as per pre‑agreed processes.
• PC and systems literate.

Benefits

• Competitive salary.
• 33 days annual leave (pro‑rated, including public holidays).
• Variable pay scheme and yearly bonus depending on company performance.
• Enhanced employer pension contributions – up to 11%.
• Enhanced family‑friendly policies.
• Progression opportunities, including funded training, coaching and mentoring programmes.
• Discounts on gym memberships and high‑street shopping.
• Cycle‑to‑work scheme.
• Car‑leasing scheme.
• Health CashBack scheme.
• Employee assistance programme for employees and their immediate family.

Equality, Diversity and Inclusion

Equality, diversity and inclusion provide the very foundation to our culture at Welsh Water. Applications are particularly welcome from minority groups, including Black, Asian and Minority Ethnic people, females, LGBT+, non‑binary and people with disabilities. All applicants will be treated fairly and will have an equal opportunity to apply for the role.