Workflow Management Technician

SEVERN TRENT; Wrexham; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

23 days holiday

Annual bonus scheme (up to £1,500)

Pension – employer contribution match

Sharesave

Family friendly policies

Job summary

Severn Trent Plc in Wales is seeking a Workflow Management Technician within Customer Network Operations. You’ll predominantly be responsible for workforce planning for our operational staff, ensuring regulatory requirements are met, scheduling, and keeping customers updated.

If you have a planning background this role may be for you; you’ll work with SAP to build and dispatch gang and field technician jobs, liaise with customers and stakeholders by phone, and participate in CommCells to drive

Qualifications

• Experience in workforce planning and scheduling.
• Ability to liaise with COSC and Field Teams.
• Experience ensuring SLA compliance and customer updates.

Responsibilities

• Reactive and proactive workforce planning to deliver efficient schedules.
• Liaise with COSC and Field Teams on workload and progress.
• Plan and communicate jobs to customers and field staff within SLA.
• Manage day-to-day dispatch and respond to at-risk or suspended work.
• Maintain customer updates and handle inquiries to minimize chasing.

Skills

Planning

Scheduling

Stakeholder communication

SLA management

Tools

SAP

Job description

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AtHafrenDyfrdwy,we’repassionate about delivering clean, safe water and caring for the environment across Wales.We’remore than a water company –we’rea team committed to sustainability, innovation, and supporting the communities we serve. Ifyou’relooking for a role where you can make a real impact and be part of a purpose-driven organisation,we’dlove to hear from you.

LET’S TELL YOU MORE

Working within our forward-thinking Customer Network Operations department, you have the chance to join the team as a Workflow Management Technician where you’ll predominantly be responsible for the workforce planning for our operational staff, ensuring we meet all regulatory requirement, scheduling and keeping our customers updated. If you have a planning background this may just be the job for you!

You’ll be involved in numerous daily activities such as, working on our systems (SAP) to build, plan & dispatch gang and field technician jobs, you’ll also liaise directly with our customers making and taking direct phone calls with our stakeholders in order to provide the best service in a timely manner.

Plus, as our new Workflow Management Technician, you will take part in team meetings (called CommCells) in which you can present any ideas or improvements you have, enabling you to become one of our continuous improvement champions!

PLEASE note this is a 12 month FTC.

WHAT WE’RE LOOKING FOR

Your key accountabilities in helping us will be:

• You will Reactively build and allocate both urgent and planned workto deliver an effective and efficient work schedule for all areas of HD Operations. To make the best use of resource available and maintain productivity.
• You’ll need to continually liaise with COSC and Field Teams updating them on workload volumes and job progress.
• You will ensure that jobs are planned in and communicated to customers and field staff within SLA’s. Furthermore, you’ll Manage the ‘on the day’ schedule from a dispatch perspective, including management of jobs in jeopardy, suspended work, and customer chases.
• You’ll be keeping customers informed on progress of customer originated work. Ringing customers to advise of changes when appropriate. Minimising customer chases through COSC by keeping customers informed. And you will liaise and communicate with internal and external customers to achieve the completion of all work in a timely manner.
• You will support ongoing liaison and building relationships with the external customers, Quality Assurance and Field teams and work in a collaborative manner with all stakeholders and teams, to achieve quality throughout the end to end process.
• You’ll ensure compliance with processes and procedures as set out, such as TMA and achieve the teams agreed performance targets and ensure SLA’s are met.

HOW WE’LL REWARD AND CARE FOR YOU IN RETURN

It'snot just a job;it'sa career. We offer benefits that rewardgreat workand award-winning training to help you reach your potential. Plus,you'llcontribute to the environment and communitytoo. Here are some of our favourites:

• 23 days holiday
• Annual bonus scheme (of up to £1,500 per annum based on company performance)
• Leading pension scheme – we will double your contribution (up to 8% when you contribute 4%)
• Sharesave – the chance to buy Severn Trent Plc shares at a discounted rate
• Family friendly policies