Workflow Management Technician

Severn Trent; Wrexham; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

23 days holiday

Annual bonus scheme (up to £1,500 per)

Leading pension scheme – double your 8

Sharesave – discount on Severn Trent股份

Family friendly policies

Job summary

Hafren Dyfrdwy is seeking a proactive Workflow Management Technician in Wales to lead workforce planning for operational staff, schedule jobs, and keep customers informed. You will use SAP to build, plan and dispatch gang and field technician work, and engage with stakeholders for timely service delivery.

This 12-month fixed-term role offers the chance to contribute to continuous improvement through CommCells and regular team meetings, aligning with regulatory requirements and targets.

Qualifications

• You will reactively build and allocate urgent and planned work to deliver an effective and efficient work schedule.
• Liaise with COSC and Field Teams regularly updating workload volumes and job progress.
• Ensure jobs are planned and communicated to customers and field staff within SLA.
• Manage the on-the-day schedule from a dispatch perspective, including jeopardy and chases.
• Build relationships with internal and external customers to achieve timely completion of work.

Responsibilities

• Plan and allocate urgent and planned work to HD Operations to optimise resource use and productivity.
• Communicate workload updates to COSC and Field Teams to maintain visibility.
• Ensure customer and field staff are informed of schedules and changes within SLA.
• Manage daily dispatch activities, including handling jobs in jeopardy and suspended work.
• Engage with customers and stakeholders to support timely completion of all work.

Tools

SAP

Job description

LET’S CUT STRAIGHT TO IT

At Hafren Dyfrdwy, we’re passionate about delivering clean, safe water and caring for the environment across Wales. We’re more than a water company – we’re a team committed to sustainability, innovation, and supporting the communities we serve. If you’re looking for a role where you can make a real impact and be part of a purpose-driven organisation, we’d love 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

• You will Reactively build and allocate both urgent and planned work to 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

Benefits

• 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