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Incident Controller

2 months ago

Exeter, United Kingdom South West Water Limited Full time

At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.

We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.

And we have huge ambitions.

Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come.

So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.

Are you looking for an opportunity to lead and inspire a team handling incidents and events? Do you want to make a measurable and sustainable positive impact on our environment and to our customers?

We currently have an opportunity for a Incident Controller to join our Service & Support Centre team based in Exeter. Joining us on a full-time permanent basis, you will receive a competitive salary of up to £45,000 per annum plus a 20% shift allowance.

About the role:

As an Incident Controller, you will play a key role in South West Water’s preparedness and response to events and incidents that occur within our complex operational activities.

This role will be based in the Exeter Control room, the core of South West Water's 24/7 operational support and incident management. In this role, your main responsibility will be to efficiently facilitate and coordinate business-wide response to major incidents across all business functions, with the aim of minimising disruption, environmental impacts, and inconvenience to customers.

What you'll be doing:

  • Implementing the businesses incident management process, ensuring all relevant parties are involved in resolving incidents.
  • Prioritising incidents according to their urgency and employing the knowledge and resources of all control room staff to understand risk and likelihood of all potential incidents.
  • Organising and facilitating incident calls, ensuring the administration of recording and identifying actions and decisions and central archiving of all material related to incidents.
  • Being responsible for situational awareness of all ongoing incidents and events throughout their duration.
  • Organising and facilitating post-incident debriefs and ensuring lessons learnt are enacted on and implemented business-wide.
  • Being the senior duty manager in the Control Room.
  • Working a shift pattern that provides cover 24 hours a day, 7 days a week, 365 days a year.
  • Building good relationships with both internal and external partners and continuously improving ways of working.
  • Providing input into incident response plans and processes, and regularly reviewing these plans to ensure they are up to date.
  • Managing the deployment and performance of Control Room staff on shift, and leading, motivating and encouraging the team.

What we are looking for:

  • Essential Criteria
  • Demonstrable experience of working and managing at a senior level within a complex organisation.
  • Experience in incident management, demonstrating the ability to handle and resolve incidents.
  • A confident and clear communicator, comfortable in presenting complex information to a diverse range of internal and external stakeholders.
  • An ability to exercise initiative, use problem-solving skills and prioritise tasks into a methodical order with competing timescales.
  • A good level of written English.
  • Resilient and comfortable to work effectively under pressure, with an ability to readily adapt to manage competing priorities.
  • An ability to build relationships with all levels of complex organisations.
  • Desirable Criteria
  • Ability to create and maintain comprehensive incident processes, including root cause analysis and resolution procedures.
  • Experience of water distribution networks, pipeline operations, water treatment or similar technically challenging activity.
  • Experience of the sewerage treatment process, sewer network and pump stations, or demonstrable equivalent knowledge in similar industry.
  • A proactive mindset with the ability to identify potential incidents before they occur.

What's in it for you?

At South West Water, we don’t all do the same job, but we each get out of bed in the morning knowing that every day is a chance to make incredible things happen, together. In return for our people’s hard work and commitment, we offer an excellent range of benefits:

  • 23 - 27 days' holiday allowance plus 8 bank holidays.
  • Buy or sell annual leave to offer you extra flexibility.
  • Buy a bike and safety equipment tax-free, through our Cycle to Work scheme.
  • We offer free car parking at the majority of our sites.
  • Take up to 26 weeks’ additional maternity leave.
  • Share your parental leave and split your time off to care for your child how you choose.
  • Invest in Pennon Group plc through our employee share schemes.
  • We support our people by offering a free, confidential Employee Assistance Programme.
  • Look after your wellbeing with our Champion Health support platform.
  • Enjoy free eye tests and discounts on frames and lenses at Specsavers.
  • Enjoy access to thousands of deals and discounts on supermarkets, high street shops, online retailers, travel, eating out, cinemas, gyms and much more through Perkbox.
  • A range of group discounts: The Dell Advantage Programme, Virgin Media Affinity Scheme, Vodaphone Advantage and more.
  • A discretionary Bonus.
  • Competitive Contributory Pension.
  • And plenty more

Closing Date: Tuesday 8th October

If you are looking for a new challenge, please click apply now to be considered as our Incident Controller - we look forward to receiving your application.

Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.

Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.

Our core values which are essential to our success are:

Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.

Be You - We want you to bring your best every day. Be yourself and make your mark in your individual way.

Be the Future - Embrace change. Drive Progress. Own the challenge.

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