Current jobs related to Metering Advisor - Langley - Thames Water

**Who are we?**
We're the UK's largest water provider, with over 15 million customers to serve every day. Water is essential to daily life, and that means our business is always open. We make a difference daily to millions of customers by supplying?2.7 billion litres of waterto around 10 million homes.?? Our main role is to ensure customers can turn on the tap and get world class drinking water 24/7. We also safely transport and treat waste, returning it back to the environment.
We’re an essential service and have operated throughout the Covid19 pandemic, and we need you to help us to deliver an excellent service so we can continue to be there for our customers.
**About the role**:
Non-Household (NHH) Service Delivery is key to help reduce water demand by transforming our NHH metering, and value add products & services within the Wholesale-Retail Market in a way that drives customer advocacy. Our programme delivers our NHH metering fieldactivities, improves our smart meter data, as well as providing valuable insight to our company water balance.
This role will support the Non-Household (NHH) Metering Manager to coordinate our NHH Wholesale metering processes and service offerings.
Working closely with our metering contractors and systems to monitor and report against targets and SLAs (Service Level Agreement), and support NHH metering field activity by securing access to NHH premises. This will include working alongside the Non-HouseholdMetering Team (NHHMT), Water Network Teams, Wholesale Market Service (WMS), Retailers, NHH Customers and Smart Meter Operations Centre (SMOC) to help deliver our metering and data services. Aligning our processes to Retail Market obligations and Codes withMOSL (Market Operator Services Limited). A key focus will be to liaise with internal & external stakeholders to identify best practice and improve our market performance and Retailer satisfaction score (R-MEx).
In addition to this, you will help maximise the benefits of our NHH metering programmes through targeting our proactive metering and smart meter roll out.
**What you will be doing**:

- Supporting our end-to-end NHH metering access process and management of Jobs
- Implementing best practise and continuous improvement
- Monitor and improve case manager responses to customers/retailers
- Managing escalations and complaints related to NHH Metering activities
- Monitoring and reporting on job status’, SLAs and access success rates
- Reviewing ‘Out of SLA’ root causes and implementing improvement plans
- Liaise with key internal & external stakeholders to improve access (Water Networks, NHH Metering Team, Retailers and NHH Customers)
- Support maximising the benefits of our pro-active meter replacement programme (e.g. Leakage, Long Unread, Water efficiency)
- Supporting the team with any other NHH Service Delivery request, such as our Digital Data Service or Meter Accuracy testing
- Ensuring zero compromise on H&S
- Monitor the status of NHH smart meter data and availability and support improvements

**What skills are we looking for?**:

- Assist in raising and reporting on Proactive work (Notifications & job selection) in order to drive down Long-Unread
- Liaising with leakage teams to assist in prioritising NHH leakage meters exchanges and availability of data
- Monitoring of NHH meters removed
- Management of 3rd party contractors including purchase orders
- SMOC - monitoring NHH smart meter issues/performance and supporting improvements
- Supporting implementation of changes to the TW service offering
- Implementing changes made to the NHH market code
- Drive continuous improvement and implement new processes that improve performance and drive efficiency
- Updating metering jobs and statuses in internal and external databases and systems
- Reporting using excel, power BI reports and data from corporate systems
- Management of 3rd party contractors including purchase orders
- Supporting other NHH Service Delivery programme activities (Digital Data Service etc) and ad hoc business requests
- Compiling abortive charges costs incurred by retailers
- Training and development support for other team members
- Ensure compliance to market SLAs - OPS/MPS & Internal
- Provide first response to escalations & complaints
- Reporting of performance and non-compliance & undertake root cause analysis
- Root cause analysis on escalation, complaints and out of SLA reviews

**What’s in it for you**
Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing with the length of service and a wider benefits scheme.
We’re proud of the positive ways of working we have adopted during the pandemic. We want to create a more flexible and dynamic environment so all our colleagues can thrive. For our office-based roles we’re moving to a hybrid approach where we’ll provide optionsaround working from our offices, our operational sites and home dependent on role/team/individual. This will be discussed during the assessment process.
Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall DiversityChampion and Disability.
Confident Leader and we’re a Times Top 50 Employer for Women.
Click here to find out more about?working at Thames Water