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Customer Operations Technician (Control & Planning)

Posted on Jun 15, 2022 by South Staffs Water (Incorporating Cambridge Water Company)

West Midlands, United Kingdom
Customer Service
Immediate Start
£37k - £37k Annual

Customer Operations Technician (Control & Planning)
Hours: 37 hours per week
Salary: Up to £37,000 depending on skills and experience
Location: Green Lane, Walsall

Water is a precious and vital resource used by us all in our homes and businesses daily. At South Staffs Water we deliver high quality and reliable water supplies to around 1.5 million customers, being proud of exceptional levels of customer service and great value for money.

Are you looking for an exciting and rewarding role to make a real difference for customers?
Can you make quick and accurate decisions under pressure?
Are you the type of person that would enjoy using your expertise and strategic thinking to overcome challenges?

We currently have an exciting opportunity at our Green Lane site for a Customer Operations Technician. You'll work across our Customer Operations Hub to ensure the effective planning and control of the company's assets. You'll proactively manage our water network to ensure our customers have a continuous flow of water. The role is critical in addressing business risks, and ensuring the appropriate responses are in place to protect our business & customers.

Here are just some of the key responsibilities within this role:

• Manage the strategic water network, moving water to maintain reservoir levels and optimizing the set up each day
• Ensure demand within the network is met and that water is produced at the lowest possible cost
• Interpreting information and data to make the best decisions for our customers e.g. frequent reservoir level checks
• Ensure customers are kept at the heart of all our works, with 100% timely communication, explaining the steps required to complete the necessary work to their satisfaction
• Manage our workflow, redistributing work according to priorities and service levels change to meet customer and business need
• Liaise with operational team leaders and teams to ensure feedback is provided on delivery and available capacity against demand.
• Manage and respond to alarms and make decisions based on information presented
• Carry out works in accordance with outages/ authorised operations
• Raise and assign work orders where required for site staff

Using your excellent inter-personal skills, you will effectively interact with internal departments and key stakeholders to resolve any issues and ensure the highest customer service is maintained. You will be numerate, literate and possess excellent oral and written communication skills. IT competency is essential, and you will need to have the ability to work on your own initiative and take immediate and decisive action when necessary.

Demonstrated commitment to delivering high standards of customer service and attention to detail is essential, as well as excellent communication skills and the ability to translate messages across a broad range of stakeholders. You will be able to effectively plan, prioritise and escalate areas of concern in the appropriate manner, via the appropriate channels and be able to work under pressure in a dynamic and changing environment.

This role within the Customer Operations Hub operates on a 24/7, 365-day basis, and therefore weekends and night shifts may be required, there may also be occasions that lone working is required with safeguarding in place.

Water industry knowledge is a bonus; however, we welcome applications from a wide range of backgrounds as training will be provided to the right candidate.

As an employee of South Staffs Water you will have access to a range of benefits. For further details, please visit the Careers section of our website .

To apply please forward your CV to: WaterHR(at)


Reference: 1630928305

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