Response Controller in Merthyr Tydfil

Work Type: Permanent (40.8 hours per week)

Job Function: Operational

Salary Range: £45,739.23 - £54,016.11 per annum (Including basic salary & Shift Allowance) + Standby payments

Base: Llwyn Onn

Closing Date: Sunday 21st June 2026

Responsibilities

• Acting as the initial focal point for the identification of asset failures via Welsh Water’s Telemetry alarm systems and where appropriate SCADA control systems to support the drive for improved customer service, cost savings and enhanced regulatory compliance.
• Participating in the alarm optimisation and proactively support alarm optimisation strategies.
• Supporting and driving a process-based discipline associated with passing information to all stakeholders.
• Monitoring, interpreting and processing all alarms that appear at the 24hr Response Desk, ensuring a highly responsive service is provided to Operational management teams at all times.
• Liaising and planning work with network supervisors and operatives to ensure uninterrupted supply when plant shut downs are required for maintenance and other associated work required on site.
• Liaising and coordinating with area Supervisor and team members on operating activities and to formulate effective and efficient cost reductions plans and savings, including running Triad Avoidance and Peak Energy Tariff Avoidance schedules.
• Calculating river raw water availability and ensure over abstraction does not occur.
• Carrying out remote control of assets including pump resets and passing specific alarms to operational teams for further analysis.
• Taking and logging telemetry helpdesk calls from a variety of Welsh Water’s business users.
• Compiling shift hand over reports.
• Generating “adhoc” alarm reports for telemetry users via AMS history.
• Undertaking any other duties that may be required to meet the needs of the business including additional support during operational incidents.

Qualifications & Experience

• Experience of analytical work including understanding of trends.
• Ability to pay close attention to detail to ensure the correct level of accuracy is maintained.
• Good organisational skills with the ability to work under pressure and prioritise effectively.
• Able to deal with external stakeholders in a professional manner promoting a positive image of Welsh Water at all times.
• A team player who understands the importance of ownership and accountability.
• Display a strong customer service orientation.
• The ability to develop positive working relationships across the Water and Waste Distribution and Production management teams and wider organisations.
• Effective communication skills and ability to undertake and communicate appropriate monitoring or remedial actions as per pre agreed processes.
• PC & systems literate.

Benefits

• Variable pay schemes (your salary will always stay the same, but depending on the performance of the company you could receive a yearly bonus).
• 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.
• Car-leasing scheme.
• Health CashBack scheme.
• An employee assistance programme for employees and their immediate family.

EEO Statement

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.