Service Delivery Officer

Service Delivery Officer

**Date**:22 Aug 2025

**Company**:DWR Cymru Cyfyngedig Welsh Water Plc

**City**:Swansea

**Address**:Swansea, Wales, GB, SA6 5BQ

**Job Requisition Number**
- 7937**Work Type**
- Permanent**Job Function**
- Operational**Salary Range**
- £30,305.00 -£34,442.00**Base**
- Clydach**Closing Date**
- 23:59 on 07/09/2025- There are 2 positions available for this post_

**What you’ll be responsible for**
- Take ownership of all customer engagement through the customer journey, from the point a job has been raised through to full completion.
- Effective prioritisation, planning and scheduling of all activity generated for the Water Distribution Operational teams (within a geographical area) and ensuring full compliance with Service Level Agreements and regulatory targets.
- The efficient allocation of activities to an appropriately skilled resource, producing an effective schedule of work based on geographic location and work priority to minimise travel time between jobs, and optimising field operative productivity.
- Responsible for ensuring that all information and full job instructions are captured and available for field operatives to reduce the potential need for revisits.
- Identify job types with the opportunity to resolve and/or reduce unnecessary visits through customer contact and/or video contacts.
- Be the named point of contact for our customers, proactively keeping them informed of work progress via the most effective communication channel and managing expectations in a timely and empathetic manner to reduce chase contacts and complaints from customers.
- Actively manage work schedules in real-time to ensure that all activities planned are completed to meet the service level and our customers’ expectations.
- Work closely with the field operations team to monitor activities, support work completion and being fully informed of changes to resource or requirements for additional work activity which may impact the delivery of the schedule.
- Follow the escalation process to ensure that any activity that is ‘at risk’ of not meeting performance targets and/or customer expectations receives the right level of attention and prioritisation. Making sure that the customer is kept informed of any changes.
- Completion of the ‘Final Call Back’ process, in a timely manner and according to operating procedures. Correctly identifying the right method of communication as outlined to ensure that customers receive the highest standards of service, and any potential issues are resolved as quickly as possible.
- Identify and immediately escalate reactive ‘blue light’ work orders to the Response Hub as per the standard operating procedure.
- Actively participate in daily, weekly monthly CX Planning and Scheduling team huddles, performance meeting and trainings. Prepare effectively for each meeting, using available performance reports and making sure that any required information is available and reflective of the current situation.
- Be responsible for actively monitoring incoming customer feedback, chase contacts and follow up contacts raised by the customer contact team and complete call backs/ follow-on tasks as required within a timely manner ensuring the customer is fully informed and aware of actions through to resolution.
- Take full ownership for ensuring that all activities are kept up to date with accurate information to ensure that regulatory reporting is correct.
- Be responsible for identifying and maintaining the correct prioritisation level of activities based on the standard operating procedures.
- Work closely with the Service Recovery team, Supervisors, Technicians, Performance Managers, and the Water Network alliance team to identify next best steps and complete any follow-on any actions required for activities which may require further work, or which are likely to cause some inconvenience to the customer. Ensuring throughout the customer is informed, and their needs prioritised as part of the resolution.

**Who you’ll work with**

**Internal**
- CX Planning and Scheduling Team
- Water Distribution Operational Services Team
- Operational Response & Operational Control Hub team
- Response Pod and Distribution Teams
- Water Services Science
- Water Network Alliance
- Water Engineering/Leakage
- Capital
- Retail/OCC

**External**
- Customers - household/non household
- Local Authorities
- Councillors/MPs etc
- Other Customer Stakeholder Groups eg Consumer Council for Water (CCW), OFWAT
- Emergency Services
- Alliance Partners/Contractors

**About you**

**Knowledge, Skills & Experience**
- The drive, ambition, and a proven track record in providing excellent customer service
- Experience of working to defined deadlines/service levels and effectively prioritising workload in order to meet those deadlines/service levels
- Ability to effectively assess, evaluate and prioritise potential outcomes to inform decision making
- Ability to pay close attention to detail, be challenging and r