Service Delivery Officer

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Address:

Swansea, Wales, GB, SA6 5BQ

Job Requisition Number 7937

Work Type Permanent

Job Function Operational

Salary Range £30,305.00-£34,442.00

Base Clydach

Closing Date 23:59 on 07/09/2025

There are 2 positions available for this post

What you’ll be responsible for

• Take ownership of all customer engagement through the customer journey, from the point a job has been raised through to full completion.
• Effective prioritisation, planning and scheduling of all activity generated for the Water Distribution Operational teams (within a geographical area) and ensuring full compliance with Service Level Agreements and regulatory targets.
• The efficient allocation of activities to an appropriately skilled resource, producing an effective schedule of work based on geographic location and work priority to minimise travel time between jobs, and optimising field operative productivity.
• Responsible for ensuring that all information and full job instructions are captured and available for field operatives to reduce the potential need for revisits.
• Identify job types with the opportunity to resolve and/or reduce unnecessary visits through customer contact and/or video contacts.
• Be the named point of contact for our customers, proactively keeping them informed of work progress via the most effective communication channel and managing expectations in a timely and empathetic manner to reduce chase contacts and complaints from customers.
• Actively manage work schedules in real-time to ensure that all activities planned are completed to meet the service level and our customers’ expectations.
• Work closely with the field operations team to monitor activities, support work completion and being fully informed of changes to resource or requirements for additional work activity which may impact the delivery of the schedule.
• Follow the escalation process to ensure that any activity that is ‘at risk’ of not meeting performance targets and/or customer expectations receives the right level of attention and prioritisation. Making sure that the customer is kept informed of any changes.
• Completion of the ‘Final Call Back’ process, in a timely manner and according to operating procedures. Correctly identifying the right method of communication as outlined to ensure that customers receive the highest standards of service, and any potential issues are resolved as quickly as possible.
• Identify and immediately escalate reactive ‘blue light’ work orders to the Response Hub as per the standard operating procedure.
• Actively participate in daily, weekly monthly CX Planning and Scheduling team huddles, performance meeting and trainings. Prepare effectively for each meeting, using available performance reports and making sure that any required information is available and reflective of the current situation.
• Be responsible for actively monitoring incoming customer feedback, chase contacts and follow up contacts raised by the customer contact team and complete call backs/ follow-on tasks as required within a timely manner ensuring the customer is fully informed and aware of actions through to resolution.
• Take full ownership for ensuring that all activities are kept up to date with accurate information to ensure that regulatory reporting is correct.
• Be responsible for identifying and maintaining the correct prioritisation level of activities based on the standard operating procedures.
• Work closely with the Service Recovery team, Supervisors, Technicians, Performance Managers, and the Water Network alliance team to identify next best steps and complete any follow-on any actions required for activities which may require further work, or which are likely to cause some inconvenience to the customer. Ensuring throughout the customer is informed, and their needs prioritised as part of the resolution.

Who you’ll work with

Internal

External

• Customers – household/non household
• Local Authorities- Councillors/MPs etc
• Other Customer Stakeholder Groups eg Consumer Council for Water (CCW), OFWAT
• Emergency Services
• Alliance Partners/Contractors

About you

Knowledge, Skills & Experience

• The drive, ambition, and a proven track record in providing excellent customer service
• Experience of working to defined deadlines/service levels and effectively prioritising workload in order to meet those deadlines/service levels
• 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
• High level of customer handling skills and the ability to use the knowledge of the operation to manage customer expectations in line with operational procedures
• Good organisational skills with the ability to work alone, under pressure, and prioritise workloads
• A team player who understands the importance of ownership and accountability
• Experience of handling customer complaints and sometimes difficult situations to a high professional standard; showing empathy, clearly defining issues of concern, identifying solutions, and confidently communicating an effective resolution in a timely a manner
• Ability to develop positive working relationships with the wider business and external teams in order to develop a collaborative working environment
• Effective communication skills and ability to undertake and communicate appropriate monitoring or remedial actions as per pre agreed processes
• A high standard of Microsoft software including but not limited to Excel, Word
• The ability to recognise and rise to the challenges of driving and embedding change in a rapidly moving and quick responsive environment

Good to know

• The successful candidate will be required to participate in a standby rota
• This role requires office working, based at Clydach (there is no hybrid working for this role)
• There are 2 positions available for this post

For more information on the role please contact Laura.Jones@dwrcymru.com

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.

Dŵr Cymru Cyf, a limited company registered in Wales No. 2366777. Registered office: Linea, Fortran Road, St. Mellons, Cardiff CF3 0LT

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