Network Service Operator

Scottish Water; Inverurie; On-site; GBP 34,000 - 40,000; Full time

Benefits offered by this job

Holiday allowance (38 days)

Volunteer time off

Family-friendly policies

Flexible working

Pension & life assurance

Company bonus scheme

SW Splash benefits

Job summary

Scottish Water is seeking a Field Response team member to respond to customer enquiries and protect the integrity of our water network. You will make quick, well-judged decisions to resolve issues, minimise disruption, and work safely under DOMS and hygiene code requirements.

The role involves using modern leak detection equipment, supporting fast fault finding, and collaborating with colleagues to meet critical deadlines in a busy environment.

Qualifications

• Customer-focused mindset with strong communication and follow-up skills.
• Familiarity with health-and-safety requirements and industry practices.
• Ability to build relationships with internal and external stakeholders.

Responsibilities

• Respond to customer enquiries as part of the Field Response team.
• Make quick, well-judged decisions to resolve issues and minimise disruption.
• Protect the quality and integrity of the water network and assets.

Skills

Customer focus

Communication skills

Reporting & follow-up

Problem solving

Relationship building

Standby rota flexibility

Tools

IT systems

Job description

What you’ll do

You’ll work as part of the Field Response team, representing Scottish Water when responding to customer enquiries.

You’ll make quick, well‑judged decisions to resolve issues efficiently and keep disruption to a minimum.

You’ll help protect the quality and integrity of our water network and assets, both new and existing.

Using modern leak detection equipment, you’ll support fast fault finding and help ensure repairs are completed efficiently.

You’ll always work safely, following Scottish Water health and safety policies and meeting all statutory requirements.

You’ll follow DOMS policies and procedures and apply the hygiene code of practice in everything you do.

You’ll listen to customers, show empathy, and communicate clearly to help resolve issues in challenging situations.

You’ll work confidently both on your own and as part of a team, managing your workload and meeting critical deadlines.

You’ll ensure all work is carried out safely to protect yourself, your colleagues and the public.

You’ll use IT systems confidently and stay organised while working in a fast‑paced environment.

Knowledge of our DOMS policies and procedures with an understanding of the hygiene code of practice.

What you’ll need

You’ll have a good working knowledge of industry standards and legislation, including HAUC specifications for reinstatement works and relevant Health and Safety requirements.

You’ll understand and apply water and sewer hygiene codes of practice, including DOMS.

You’ll be customer‑focused, with strong communication, reporting and follow‑up skills.

You’ll be a confident problem solver who can manage queries and build positive working relationships with both internal and external stakeholders.

You’ll be flexible and willing to take part in a standby rota, helping Scottish Water maintain service coverage 365 days a year.

Looking out for you

• 38 days of holiday every year (including public holidays). And you can even buy five more if you need a little extra time.
• You can also take paid time off to volunteer in your community.
• Family‑friendly policies around adoption, maternity, and parental leave.
• Flexible working.
• Pension (the ‘know-what-you’ll-get-when-you-retire’ kind), and life assurance.
• You will participate in a company bonus scheme.
• Access to SW Splash – handy rewards that can save you money on holidays, bills, and shopping.

The not‑so-small print

This role will be a Grade 5.

If you’re new to Scottish Water, you’ll join us on a starting salary of £33,951.

Performance‑driven pay progression would then allow you to move through the range to a maximum of £39,911.

Job offers at Scottish Water are conditional, and will be confirmed on completion of our pre‑employment screening, e.g. referencing, criminal record checks, license checks, etc.

These checks are conducted on our behalf by a third party. Don’t worry – we’ll ask your permission before starting these checks.

Lots of our people have disabilities or neurodiverse conditions (including some of our recruiters!). We're also aware that some people might be experiencing temporary challenges because of life events, like menopause. We’re very used to making adjustments, so please don’t be afraid to ask.

As part of our commitment to developing a flourishing Scotland, it’s important that all our employees are Scottish taxpayers. If you join us, your home address will need to be in Scotland. If you don’t already live here, you'll need to commit to moving here within your first three months.

Candidates should be aware that a valid UK driving licence is required for driving on Scottish Water business and claiming business mileage expenses.

Please note, Scottish Water takes the safety, health and wellbeing of our employees, colleagues and customers very seriously and as such you may be subject to Drug & Alcohol testing in line with our policy.

Finally (finally!), candidates who haven’t submitted an application in the last 12 months will have their records removed from our recruitment database. You won’t need to do anything. Your data will be automatically deleted.

We’re here to help. Ask us anything at [e-mail]

Working at Scottish Water you'll be making a real difference to the lives of the people and communities in Scotland who rely on the vital water and waste water services we provide. We offer a broad range of career opportunities and our approach to inclusion and diversity means we can make a real difference together. Our people are essential to providing our customers with the very best service in communities around Scotland. We're passionate about attracting, developing and retaining the best people who can make a positive difference to our business. If you are passionate about delivering a great customer service and can inspire trust and demonstrate pride in your work, we are confident that you will find Scottish Water a place where you can build on your talents and one where you can thrive. If you would like to join our team at Scottish Water you can find out more about our latest vacancies here.