Response Co-ordinator

NWG (Northumbrian Water Group); Chelmsford; On-site; GBP 37,000 - 44,000; Full time

Benefits offered by this job

23 days holiday

Pension with 10% employer match

Free local attractions

Discount scheme

Living Well wellbeing

Sustainable travel support

Financial wellbeing

Development opportunities

Job summary

Essex & Suffolk Water is hiring a Response Co-ordinator in Chelmsford. This full-time role involves monitoring and controlling the water supply network to ensure service continuity, with night shifts and rotating patterns.

You will assess situations, coordinate responses, and communicate with customers and field staff to swiftly resolve incidents. The role requires calm analysis under pressure, strong communication with internal/external stakeholders, and the ability to interpret technical

Qualifications

Responsibilities

• Monitor and control operations to maintain service continuity.
• Respond to network incidents and coordinate appropriate responses.
• Handle customer contacts outside normal hours and produce operational reports.
• Liaise with Field Technicians to resolve issues efficiently.
• Balance multiple priorities in a rotating shift pattern.

Job description

About The Role

Response Co-ordinator

Full time - 37 hours per week

Permanent

Location - Hanningfield WTW, Chelmsford

Salary £36,975 - £43,500 (depending on experience) + 20% shift allowance

This role involves shift work, including night shifts.

About The Role

As a Response Coordinator at Essex & Suffolk Water, you will play a vital role in ensuring the safe and reliable delivery of water to our customers. Working at the centre of our supply network, you will monitor and control operations, helping to maintain service continuity and responding quickly and effectively to operational issues as they arise.

This is a fast-paced and varied role that requires you to assess situations, make informed decisions, and coordinate the appropriate response to network incidents. You will also handle customer contacts outside normal business hours, produce operational reports, and liaise with Field Technicians to ensure issues are resolved efficiently. Operating as part of a rotating shift pattern, you will be responsible for balancing multiple priorities while maintaining a professional and customer-focused approach.

Success in this role requires the ability to remain calm under pressure, think logically, and adapt to changing circumstances. You will be confident in analysing information, identifying the most appropriate course of action, and prioritising work based on risk, customer impact, and operational requirements. In return, you will have the opportunity to play a key role in delivering an essential service to our communities while developing your skills within a supportive and dynamic operational environment.

About You

We are looking for a highly organised and effective communicator who can confidently work with a range of internal stakeholders and external customers. In this role, you will need to manage competing priorities, coordinate activities efficiently, and maintain high standards of customer service, ensuring that issues are handled professionally and effectively.

You will be comfortable working with technical systems and able to understand, interpret, and communicate complex information clearly to both technical and non-technical audiences. The ability to analyse information, make informed decisions, and respond appropriately in a fast-paced operational environment will be key to your success.

While previous knowledge of the Essex and Suffolk water supply network would be advantageous, it is not essential, as training will be provided. More important is your ability to work independently, remain calm under pressure, and adapt quickly to changing circumstances.

We are also looking for someone with a strong customer focus and a proactive approach to problem-solving. Whether responding to operational incidents, supporting customers outside of normal business hours, or coordinating resources to resolve issues, you will be committed to delivering excellent service and achieving

About Us

Here at Essex & Suffolk Water, we embrace and value Diversity, Inclusion and Equity, and encourage all colleagues to bring their most authentic self to work.

Our colleague network groups include our Rainbow Support Network (LGBTQIA+), REACH (Race, Ethnicity, and Cultural Heritage), WiSTEM (Women in STEM) and Thisability (disability and neurodiversity) networks. They provide a safe space for colleagues from diverse backgrounds, welcoming all colleagues regardless of their personal characteristics to participate in valuable conversation that improves our organisational awareness, understanding and inclusivity.

We encourage and welcome all applications, as we strive to be an equal opportunity employer, committed to having diverse communities represented within all our teams, structures, and organisation.

NWG are an inclusive employer who support the rehabilitation of offenders, we will not, however consider candidates who have certain unspent convictions to ensure our commitment to fostering a safe and secure working environment for all OR colleagues, suppliers, customers and third parties.

NWG At a Glance:

Our purpose at NWG is caring for the essential needs of our communities and environment, now and for generations to come.

We do this by providing reliable and affordable water and wastewater services for our customers.

We make a positive difference by operating efficiently and investing prudently, to maintain a sustainable and resilient business.

Our vision is to be the national leader in the provision of sustainable water and wastewater services. To support us in achieving our vision, we have five core values which are the guiding principles, defining who we are, what we do and how we do it.

Our Benefits

• Generous holiday entitlement starting 23 days, plus bank holidays and additional time off on Christmas Eve and New Year's Eve. There's also the option to buy or sell holidays.
• Company pension scheme, where we'll double match your contributions up to an employer contribution of 10%.
• Free access to local attractions.
• A fantastic discount scheme, with savings on days out, shopping, travel and more.
• Award winning 'Living Well' wellbeing support, including access to a digital GP service for you and your family members.
• Support with sustainable travel - through salary sacrifice cars and a cycle to work scheme.
• Financial wellbeing support - access our community savings scheme, financial education and low cost loans through Salary Finance. We also provide 4 x Life Assurance and an Income Protection Scheme.
• Support with your development - we offer a range of development opportunities, can support you through an interest free qualification loan and we'll even pay for any relevant professional body subscription.

This role has also been defined as a safety or security critical role and as a condition of a formal offer of employment you'll be required to undergo a drug and alcohol test.

Prospective employees and agency workers in defined safety and security critical roles will be required to undertake a drug and alcohol test after the job offer has been made. This will be prior to or within four weeks of their start date.

Prospective employees and agency workers who fail a pre-employment urine drug screen will have their sample analysed by the Company appointed laboratory as a matter of course. Failing a pre-employment drugs or alcohol test may lead to the job offer being revoke

Please note this role will require a DBS to be completed prior to employment

About Us

NWG (Northumbrian Water Group) provides water and sewerage services to 2.7 million people in the North East of England as Northumbrian Water, and water services to 1.5 million people in the South East of England as Essex & Suffolk Water.

We are proud to serve our customers and we're committed to delivering great service, putting our customers at the heart of everything we do.