Work Controller

Work Controller

Belfast - Westland House

Temporary up to 3 months

Rate of Pay - £16.50

The Client: NI Water

The Role:

This role will deliver a central service for NI Water during both core and non-core working hours, enabling preventative actions to avoid or minimise impact on our customers, colleagues and assets.

As a work controller, you will drive resolution for customers by handling telephone enquiries and using key systems to enhance customer service delivery. By optimising and managing key work activities across operational teams, you will directly contribute to the achievement of NI Water's customer satisfaction, regulatory and environmental targets.

As part of the Work Control team, you will work collaboratively with the Duty Manager, Situational Awareness Technical Support roles, Telemetry Controllers and Customer Relations Centre colleagues.

This role will be a key service provider to our customers, the Water and Wastewater Production Lines, Production Lines Services (M&E) and our contractors.

Responsibilities

• Apply detailed knowledge of various key factors to effectively control, schedule, optimise, and close both planned and reactive work, considering factors such as work priority, skill of crew, locality of field staff, knowledge of critical Water/ Wastewater/ M&E operational requirements, and contractors for both assets and customer activities. Utilise data from complex work management systems to support these processes.
• Direct responsibility for changing schedules/plans as needed, optimising available resources to prioritise customer requirements across Water, Wastewater and M&E disciplines and collaborate with operational managers, contractors and senior management to agree on resourcing requirements to minimise disruption, and promote a calm network.
• Interpret data from all available systems and customer inputs, to identify real-time events early, enabling prompt response and resolution by field staff. Continuously monitor events through to closure, updating colleagues and systems to ensure customers are informed.
• Evaluate, analyse and accurately update, capture, or escalate information within systems to maintain data integrity and improve the quality of management information. Take accountability for driving operational efficiency by reviewing performance metrics for individual operational colleagues, implementing necessary changes, and monitoring their impact through weekly stakeholder meetings.
• **Please note that this is not an exhaustive list of duties, and the post holder will be required to carry out other duties as required**

Hours of work: Monday to Friday 37.5hrs per week

Requirements:

Essential Criteria

1. A minimum of five GCSEs, including English Language and Mathematics, or equivalent

AND

A minimum of one years' experience in a customer centric or operational role, analysing and interpreting system data

OR

Two years' experience in a customer centric or operational role, analysing and interpreting system data

2. Experience of communicating effectively across a diverse range of internal and external stakeholders, using various communication methods
3. Experience of working to challenging targets / deadlines, in a regulated and / or customer service environment
4. Ability to work alone and use initiative, whilst contributing to wider team objectives
5. Proficient in the use of MS Office applications including Excel, Word and Outlook
6. Access to a form of transport that will enable you to attend work at times when public transport is not operating and to attend at short notice whilst on-call

Desirable Criteria

1. Experience of working within a utility company with a working knowledge of NI Water assets and networks

**Applicants must be authorised to work in the UK and Ireland. We are unable to sponsor or take over the sponsorship of an employment visa at this time.**

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