Customer Incident Advisor, Operational Services

Description:

Why Water?
Without water, life as we know it would be impossible. Every day, we rely on it for drinking, washing and cleaning. It helps create the energy we need for heat and light. It’s also essential to the products we enjoy and the natural world we depend upon.
Yet the South East faces a future of more people and less water. Our population is growing fast, and climate change is bringing greater risk of both drought and flooding.
In the water industry, your work will help to address these challenges and give people access to sustainable, high-quality water and wastewater services for decades to come.
The South East is also home to over 700 miles of coastline, two National Parks, four Areas of Outstanding Natural Beauty and some of the world’s rarest chalk streams. As well as working within these breath-taking environments, your activities will help preserve them for generations to come.

Why Southern Water
Each day, over four million people across Sussex, Kent, Hampshire and the Isle of Wight count on us for their essential water or wastewater services. Our work is vital, because we’re providing water for life.
Do you want to make a difference? At Southern Water, you work will help to enhance health and wellbeing, protect and improve the environment and sustain the economy. You’ll also play an important role in helping us deliver a resilient water future for the South East.
Are you a natural collaborator with a strong moral compass and high standards? If so, you’ll fit right in. Everything we do is underpinned by three values: succeeding together, doing the right thing and always improving.
Do you want to bring your authentic self to work every day? We do too. That’s why we’re building an inclusive culture and are proud to offer equal opportunities regardless of age, cultural background, disability, gender, marital status, nationality, political belief, race, religion or sexual orientation. We believe the unique perspectives and experiences each of us brings make us stronger.

About the role

Job Title: Customer Incident Advisor, Operational Services
Location : Durrington/ Flexible Working
Perm/FTC: Permanent
Hours: 37 Hours per week, eventually on call standby rota
Salary: Up to £29,400 a year depending on skills and experience

Role Overview
Our incident management team covers both our wholesale water and waste water areas of the business, with a view to protecting our customers and the environment from major outages in water supply or from pollutions to the environment. You will need to demonstrate adaptable customer service and event coordination skills to ensure that when incidents occur Southern Water are as prepared as possible to meet their obligations under legislation and other government regulations. Your work will support our commitments made to OFWAT and our other regulators.

Your role will be to review our incident management processes and procedures, whilst having one eye on continuously improving our response. You will carry out audit activities to review and provide conclusion on improvements. This will need to be done on regular basis to ensure adherence to our commitments. You will need to be able to build a strong relationship with key stakeholders, including regulators, to ensure preparedness through regular proactive engagement and collaborative working. Your customer service, event coordination and communication skills will be essential to support in these tasks.

You will need to show problem solving capabilities and a passion for continuous development of service. You will need to work in pressurised situations as incidents happen without warning, you will need to adapt quickly to an ever-changing picture. If you have background in water industry settings, with regulators, this will be useful but not essential as full incident response training can be provided. You core skills will be customer service and/or event management orientated as you scale up and scale down your response as required. You need to be a strong team-player when incidents occur, but also be able to demonstrate that you can work on your own as required. Your role is key to the ongoing development of our incident response program and the opportunity to take ownership this is an exciting prospect as part of our values of ‘succeeding together’, ‘doing the right thing’ and ‘always improving’.
Below are some of the characteristics and skills that we are looking for :
• Continuous improvement
• Collaborative
• Self-driven
• Inquisitive
• Process improvement
• Facilitator

What we can offer you
A career with us offers you the chance to develop your skills in a stimulating, fast-paced business. Our focus in one developing our people, recognising talent and rewarding hard work – and you’ll also enjoy a substantial list of benefits:
• Flexible working arrangements, though currently remote working due to C-19
• 25 days annual holiday – plus 2 paid community volunteering days a year
• Pension, with a maximum company contribution of 11% depending on personal contributions
• Life assurance payment equal to twice your annual salary
• Company and performance-related bonus
• Lifestyle discount scheme offering savings on shopping, entertainment and travel
• Excellent maternity leave and flexible return to work options

Privacy Statement:
Please note: If you are an existing Southern Water employee, you will need to confirm within your application that your Manager is aware of your application.

All applicants must be eligible to live and work in the UK. You will need to provide evidence of eligibility (e.g. a passport or long birth certificate and proof of NI) and current proof of address (dated within the last 3 months), will be required as part of the recruitment process. If you do not meet these criteria, your application will not be considered

By submitting your details to this position at Southern Water, you are also agreeing to share your details with Gattaca PLC who are the managed service provider for all recruitment with the Southern Water Business. Should you wish to see the Gattaca PLC privacy policy please go to https://www.gattacaplc.com/help/privacy-statement

For more detailed information and to apply click here