Water Response Technician

Dŵr Cymru Welsh Water; Cardiff; On-site; GBP 35,000 - 41,000; Full time

Benefits offered by this job

Variable pay schemes

Enhanced employer pension

Cycle to work scheme

Training and mentoring

Job summary

Dŵr Cymru Welsh Water is seeking a Specialist in water network operations to monitor data sources, coordinate incident responses and support regulatory reporting. You will triage network issues, mobilise response teams and work closely with Retail and Customer Service to keep customers informed.

The role requires strong IT skills, data analysis ability and experience in front-line operations within the water, utilities or engineering sectors.

Qualifications

• Experience operating in a front-line operational role in water/utility/engineering sectors.
• Good IT and technical skills are essential.
• Ability to assess, evaluate and prioritise outcomes to inform decisions.
• Attention to detail, rigorous and accurate work.
• Ability to analyse large data sources and advise on actions.

Responsibilities

• Monitor data sources to identify issues on the water network and coordinate responses.
• Coordinate urgent customer or third-party issue responses.
• Triage asset/network problems and mobilise response teams.
• Produce and coordinate water quality response plans to prevent issues.
• Update customers with regular event updates and liaise with teams.
• Produce risk assessments and safety/quality documentation.
• Support regulatory reporting and post-incident reviews.
• Collaborate with frontline teams to capture learnings.

Skills

Front-line operations

IT & technical skills

Data analysis

Organisational skills

Customer service

Communication

Tools

PC & systems literacy

Job description

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City: Cardiff

Address: Cardiff, Wales, GB, CF3 OLT

Job Requisition Number 9219

Work Type Permanent

Job Function Operational

Salary Range £34,566.00-£40,821.00

Base South East Hub

Closing Date Tuesday 13th October 2026 at 23:59

What you’ll be responsible for

• Monitoring multiple data sources to identify issues on the Water network which are impacting / may impact customer supplies or water quality. You will select and coordinate suitable resources from the Response Pod / Distribution or Standby teams as appropriate.
• Coordinating response to all urgent (“blue light”) customer or 3rd party reported issues.
• Utilise corporate systems and asset information to technically triage asset/network problems, identify a suitable course of response, mobilise and coordinate response teams. Our response plans will focus on ensuring that supplies are restored as quickly as possible, water quality is not compromised and data is captured to support accurate regulatory reporting requirements.
• Impact assessments will be carried out in real-time and escalation will be required in line with agreed incident response triggers. You will provide technical information to Operational Response Analysts and Shift Managers in relation to network operations to enable effective decision making.
• Produce and coordinate the delivery of water quality response plans to prevent / mitigate discolouration, taste or odour issues from affecting customers. Examples of plans include Low/High Velocity flushing, conditioning and Water Quality sampling.
• You will work collaboratively with Retail / Customer Service teams to ensure that any customers who may/will be affected by the issue or our plans are informed. Ensure that regular updates are provided to customers throughout an event and liaise directly with customers to keep them updated on our response.
• Produce Risk Assessment/Method statements which document our response plans for water network operations and ensure that Safety, Quality and Public Health are always at the forefront of what we do.
• Update corporate systems with required information relating to our response allowing for timely, accurate reporting within the business and against our Regulatory measures.
• Carry out Customer Minutes Lost (CML) impact calculations during events to allow for real-time reporting. Support any post-event analysis to ensure that reporting is accurate.
• Liaise directly with the Water Quality and Sampling Teams ensuring that all procedural requirements to sample are met.
• Play a key role in coordinating the delivery of planned network/assets activities which have the potential to impact the network, customers and performance.
• Provide information for regulatory reporting of events/incidents (i.e DWI notifiable incidents) both for initial notification and further detailed reports. Participate in the Post Incident Review Process (PIR), carry out analysis post-event’s and provide information to ensure that any lessons can be learned and improvements made.
• Collaborate with front-line Operational teams to ensure that any learnings from events are captured, improvement plans are developed and relevant asset information is updated.
• Support the Shift Manager in compiling shift update / hand over reports which will be available to the wider business.
• Participate in a standby rota and undertake any other duties that may be required to meet business needs.

About you

• Experience operating in a front-line operational role in the Water Industry, Utilities or Engineering sectors
• Good IT and technical skills are essential
• Ability to effectively assess, evaluate and prioritise potential outcomes to inform decision making
• Ability to pay close attention to detail, be challenging and rigorous, to ensure the correct level of accuracy is maintained
• Ability to conduct analysis from large, complex data sources, arrive at a credible conclusion and advise on an appropriate course of action
• Good organisational skills with the ability to work alone, under pressure, and prioritise workloads
• Able to deal with external stakeholders in a professional manner promoting a positive image of DCWW at all times
• A team player who understands the importance of ownership and accountability
• Display a strong customer service orientation
• Ability to develop positive working relationships across management teams and wider organisation in order to develop a collaborative working environment
• Effective communication skills and ability to undertake and communicate appropriate monitoring or remedial actions as per pre agreed processes
• A high standard of PC & systems literacy
• Scientific, engineering or analytical background

Good to know

• 24 hour shift pattern
• No requirement for standby

If you would like further information on this role, please contact [e-mail]

As well as a market competitive salary, 33 days annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:

• Variable pay schemes (your salary will always stay the same, but depending on the performance of the company you could receive a yearly bonus)
• Enhanced employer pension contributions – Up to 11% employer contributions
• Enhanced family friendly policies
• Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
• Reduction on gym memberships and high street shopping
• Cycle to work scheme
• Car-leasing scheme
• An employee assistance programme for employees and their immediate family

Whilst also working for a not-for profit company that truly cares about earning the trust of customers everyday, and about looking after our beautiful environment.

Who we are

Dŵr Cymru Welsh Water keep 3 million people healthy each day with safe, reliable water, and take away wastewater to clean, before returning it safely to our beautiful rivers and seas.

To be able to deliver high quality, essential services which help to protect the health of our customers, colleagues and our environment, we need the right people to deliver on our vision. This is achieved by living our core values and demonstrating the core behaviours that underpin them. The security of our people, assets and information is key to us, so we are looking for people who understand and comply with the company’s required security objectives.

We know that the most successful teams are the most diverse teams. Equality, diversity and inclusion provide the very foundation to our culture at Welsh Water. We want every individual to feel confident, proud and able to bring their whole selves to work.

To ensure an improved representation in our workforce, applications are particularly welcome from minority groups including Black, Asian and Minority Ethnic people, Females, LGBT+, Non-binary and people with disabilities. Together we continue to build a workplace that not only celebrates the diverse voices of our colleagues but also represents each customer we serve.

In essence, ours is a company based on trust, openness, respect, commitment and honesty. A company that our colleagues are proud to work for.

Dŵr Cymru Cyf, a limited company registered in Wales No. 2366777. Registered office: Linea, Fortran Road, St. Mellons, Cardiff CF3 0LT

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