Network Technician (Distribution Operations) in Pontypool

Providing expert technical support for the Distribution area with a key focus on customer service. This includes advising the network team, customers, other departments and external agencies on water distribution within the area. Ensure high levels of service during day-to-day operations to meet area Customer Service, Customer Acceptability and Water Quality measures.

What you’ll be responsible for:

• Ensuring information is collected to a high standard in line with company business systems for reporting purposes.
• Work with the area’s Network Analyst and the Network team to ensure customers receive the best service and the distribution system is operated to the highest standard.
• Make recommendations for performance improvements including water quality, water flow and pressure, and interruption to supply.
• Achieve and improve customer experience.
• Ensure data/IMS compliance in all customer operational activities.
• Produce RAMS to the standard required for internal and external audit.
• React and work with other teams during Silver & Gold incidents.
• Actively review customer service performance focusing on meeting year-end SIM targets.
• Support the area supervisor to ensure the Distribution Network is operated and maintained in accordance with the Company business management system.
• Advise the written complaints coordinator on technical issues and address areas of poor service.
• Work with the network analyst to trend root causes of poor service and produce mitigation plans/investment programmes.

Who you’ll work with:

• Internal: Key stakeholders – ORC, Capital Delivery Management Team R&M contractor, Internal auditors
• External: Welsh Water customers

About You:

Qualifications, Knowledge, Experience & Skills

Essential:

• Educated to BTEC / HNC in a numerate or engineering subject or several years related experience in water network operation and maintenance.
• Holds a full current driving licence.
• High level of customer service / Network Operations experience.
• Relevant experience in the water industry (distribution, leakage, hydraulics or customer service).
• Customer-focused and able to put customers first every day.
• Understanding of regulatory reporting and measures including SIM, Customer Acceptability, Water Quality measures and pressure management.
• Proficient with Microsoft software (Excel, Word, PowerPoint).
• Drive and ambition to provide first-class service.
• Ability to handle difficult situations professionally and resolve them quickly.
• Excellent written and verbal communication, enabling effective cross-organisational collaboration.
• Ability to organise your own time, work with minimal supervision, and manage priorities.
• Ability to build and maintain relationships with internal and external stakeholders.
• Ability to meet tight deadlines and work under pressure while providing unbiased service.
• Technical ability to identify network issues and implement improvements.
• Ability to work both in a team and independently with attention to detail.

Desirable:

• Ability to use SAP packages, CRM and ISU.
• Good working knowledge of Microsoft Excel and Word, PMAC, Libra, LMARS and SAP Production.

Good to know:

Working Hours: 37 hours per week during non-standby weeks. Standby Requirements: 1 week in every 6. During a Standby Week, Committed Working Hours are: Monday–Thursday: 08:00 – 18:00, Friday: 08:00 – 17:30, Saturday: 08:00 – 12:00. Post-Standby Rest: Two rest days are provided during the week following a standby week. A full UK Driver’s Licence is required for the role.

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 funded training and coaching/mentoring.
• Gym and fitness discounts and high street shopping.
• Cycle to work scheme.
• Discounts at Welsh Water visitor centres and gift shops.
• Car-leasing scheme and free on-site parking at all sites.
• Health CashBack and online GP service.
• Employee assistance programme for employees and their immediate family.

Note: We may close this role sooner if required. We may also extend the closing date depending on interest. References, medical clearance and a Basic Disclosure criminal records check are required for all new employees. Some roles may require additional checks or security clearance. Further information will be provided after offer acceptance.

Dŵr Cymru Welsh Water keeps 3 million people healthy each day with safe, reliable water and manages wastewater responsibly. We are committed to diversity and inclusion and encourage applications from minority groups, including Black, Asian and Minority Ethnic people, Females, LGBT+, Non-binary and people with disabilities.