Control Room Operations Specialist

3 weeks ago


Exeter, Devon, United Kingdom South West Water Full time
About the Role

We are seeking a highly motivated and detail-oriented Service Technician to join our Control Room team in Exeter. As a Service Technician, you will be responsible for handling and interrogating alarms coming from our drinking water and wastewater networks, monitoring the welfare of our field staff, and providing a fantastic service to our stakeholders and customers.

Key Responsibilities
  • Manage and triage site alarms through the use of our alarm handling system and field lone worker alerts in accordance with company policy.
  • Analyze data and trend information on the alarm handling system to identify potential issues and areas for improvement.
  • Raise jobs and pass them to operators or field depots as needed.
  • Log operators on and off our sites via phone contact and maintain accurate records.
  • Handle contacts from the Emergency Services and Environment Agency, logging information and taking necessary action.
  • Develop and maintain team relations with other staff, managers, and stakeholders.
  • Communicate clearly with our stakeholders and other team members, providing detailed shift handovers.
  • Handle customer contacts out of hours from 10pm-7am and provide support to the Alarm Team Manager as needed.
  • Prioritize workloads and handle high volumes at peak times.
Requirements
  • Good general standard of education with a minimum of GCSE Grade C or equivalent in English and Maths.
  • Experience of prioritizing workloads and managing multiple tasks simultaneously.
  • Geographical knowledge of the South West region.
  • The ability to interrogate and analyze information to identify potential issues and areas for improvement.
  • Resilience and the ability to stay calm under pressure.
  • Experience of working in an office-type environment and using Microsoft Office and in-house company systems.
  • Awareness of the need to comply with agreed business processes and procedures.
  • Experience of handling high call/work volumes and providing excellent customer service.
  • Excellent verbal and written communication skills with the ability to communicate at all levels.
  • Experience of data handling and investigation.
  • IT literacy and the ability to work under own initiative and as part of a team.
What We Offer
  • A competitive salary of £29k per annum inclusive of a shift working supplement.
  • A generous holiday allowance plus bank holidays.
  • A discretionary bonus scheme.
  • A competitive contributory pension scheme.
  • A share-save scheme.
  • Various health benefits.
  • Wellbeing support programs.
  • A range of group discounts.
  • A cycle to work scheme.
  • Financial support services.

We are committed to providing a supportive and inclusive work environment that values diversity and promotes equality of opportunity. If you are a motivated and detail-oriented individual who is passionate about delivering excellent customer service, we encourage you to apply for this exciting opportunity.



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