DWR Cymru Cyfyngedig Welsh Water Plc
Technegydd Ymateb Dŵr
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Job Application Reference Number
9219
Job Type
Permanent
Job Function
Operations
Salary Range
£34,566.00 - £40,821.00
Location
South East Hub
Application Deadline
Tuesday, October 13, 2026 - 23:59
Responsibilities
- Monitor multiple data sources to identify water network issues affecting customer supplies or water quality. Select and coordinate appropriate resources from the Pod Response/Distribution or Back-Up teams as needed.
- Coordinate the response to all emergency problems reported by customers or third parties.
- Use corporate systems and asset information to technically prioritize asset/network problems, determine the appropriate response course, and arrange and coordinate response teams. Our response plans will focus on ensuring supplies are restored as soon as possible, with no impact on water quality and data is collected to support accurate regulatory reporting requirements.
- Real-time impact assessments will be conducted and escalated in accordance with agreed response triggers to agreed incidents. Provide technical information to Operational Response Analysts and Shift Managers in relation to network operations to enable effective decision-making.
- Produce and coordinate the presentation of water quality response plans to prevent/mitigate color, taste, or odor problems in the water from affecting customers. Examples of plans include Low/High Speed Flushing, Water Quality Conditioning and Sampling.
- Work with Retail/Customer Service teams to ensure any customers who may be affected by the problem or our plans are informed. Ensure regular updates are provided to customers throughout the incident and communicate directly with customers to give the latest information about our response.
- Produce Risk Assessment/Method Statements that record our response plans for water network operations and ensure Safety, Quality, and Public Health are always at the forefront of what we do.
- Update corporate systems with the required information relating to our response allowing timely, accurate reporting within the business and against our Regulatory measures.
- Conduct Customer Meter Loss (CML) impact calculations during incidents to allow real-time reporting. Support any post-incident analysis to ensure reporting is accurate.
- Liaise directly with the Water Quality and Sampling Teams to ensure all procedural requirements for sampling are met.
- Play a key role in coordinating the execution of planned network/asset activities that have the potential to impact the network, customers, and performance.
- Provide information for regulatory reporting of incidents/events (i.e. DWI notifiable events) for initial notification and further detailed reports. Participate in the Post-Incident Review (PIR) Process, conduct post-incident analysis, and provide information to ensure any lessons can be learned and improvements made.
- Collaborate with frontline operational teams to ensure anything learned from incidents is identified, improvement plans are developed, and relevant asset information is updated.
- Support the Shift Manager in preparing shift update/handover reports that will be available to the wider business.
- Participate in back-up rota and undertake any other duties that may be required to meet business needs.
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Requirements
- Experience working in a frontline operational role in the Water Industry, Utilities, or Engineering sectors
- Good IT and technical skills are essential
- Ability to effectively assess, evaluate, and prioritize possible outcomes to guide decision-making
- Ability to pay close attention to detail, challenge, and be thorough, to ensure the appropriate level of accuracy is maintained
- Ability to analyze large, complex data sources, come to credible conclusions, and advise on the appropriate course of action
- Good organizational skills with the ability to work on your own initiative, under pressure, and prioritize workloads
- Ability to deal with external stakeholders in a professional manner promoting a positive image of Dŵr Cymru at all times
- Team player who understands the importance of ownership and accountability
- Strong desire to provide customer service
- Ability to develop positive working relationships across management teams and the wider organization to develop a collaborative working environment
- Effective communication skills and the ability to undertake and communicate appropriate monitoring or recovery steps in line with agreed processes
- High standard of computer literacy and systems
- Scientific, engineering, or analytical background
Benefits
- In addition to a competitive salary in the market, 34 days of annual leave (pro rata, including public holidays), we offer a range of benefits and recognition to employees including:
- Various salary schemes (your salary band will remain the same, but depending on performance, you could receive progression within the band and an annual incentive)
- Option to purchase additional annual leave up to 5 days per year
- Higher employer pension contributions – Up to 11% employer contribution
- Free Mortgage Broking Services
- Better family-friendly policies
- Succession opportunities, including the ability to apply for funded training and incentive programs and mentoring
- Discount on gym and fitness memberships and major high street stores
- Cycle to work scheme
- Discount on all visitor attraction centers and Dŵr Cymru stores
- Car leasing and free on-site parking at all sites
- Health Cash Back scheme and access to online GP services
- Employee assistance program for employees and their close families
- Much more to be found on our website
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About Us
Dŵr Cymru keeps 3 million people healthy every day with safe, reliable water and takes wastewater to be cleaned before being safely returned to our rivers and seas. To be able to provide high-quality, essential services that help to protect the health of our customers, colleagues, and our environment, we need the right people to achieve our vision. This is achieved by living our core values and demonstrating the core behaviors that underpin them. The safety of our people, our assets, and our 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. Equality, diversity, and inclusion provide a foundation for our culture at Dŵr Cymru. We want everyone to feel confident, proud, and able to be themselves at work. To ensure better representation in our workforce, applications from minority groups including Black, Asian, and Ethnic Minorities, Women, LGBT+, disabled people, and people with disabilities are particularly welcome. Together we continue to create a workplace that not only celebrates the diverse voices of our colleagues but also represents every customer we serve. At its core, our company is based on trust, openness, respect, commitment, and honesty. A company our colleagues are proud to work for.
Dŵr Cymru Cyf, a limited company registered in Wales number 2366777. Registered Office: Pentwyn Road, Nelson, Treharris, Mid Glamorgan CF46 6LY
© Dŵr Cymru Cyf 2019.
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