Role Details
"Salary - £35,080
Work Type - Onsite
Job Location - Lingley Mere (UU), Lingley Green Avenue, Great Sankey, Warrington, WA5 3LP
Role Type - Permanent
Employment Type - Full Time
Working Hours - 37.0 Hours per Week
United Utilities’ (UU) purpose is to deliver great water for a stronger, greener and healthier North West of England. We are committed to providing our services in a way that respects the environment, supports the economy, and benefits society.
We value diversity, inclusion and innovation in our workplace, and we foster a culture where our people can grow, excel, and be themselves.
We uphold our ethics, values and business model to fulfil our mission and, by setting clear goals and objectives, we create sustainable long-term value for our colleagues, customers and communities. Whether you work with a team that shares your vision or join a network of peers with similar interests, you will find a welcoming and supportive organisation to be part of.
We’ve got a lot to offer. You’ll be part of a thriving FTSE 100 company and will enjoy a range of core benefits that reflect your value and value contribution."
Job Purpose
- To work with and guide the team within the Metering Department and the wider operational teams across Developer Services and Metering (DS&M) to create a high performing culture and drive continuous improvements within Metering Delivery to maximise OPS, MPS, BRMEX and CMex performance and support the team to achieve an exceptional level of service to the wider business for the metering processes end to end
- To identify, support required process changes within the team to deliver metering projects and to build links and relationships with internal stakeholders to implement process improvements
- To assess and evaluate multiple data sources, identifying and resolving complex metering and meter data issues using different IT systems to provide solutions to queries and complaints from various departments across the company
Job Accountabilities
- Support performance improvements within the metering team and across DS&M, to identify and drive the continuous improvement of the Metering process’s
- Support the Metering Delivery Manager/Metering Lead with the allocation of work to team members
- To deputise for the Metering Delivery Manager/Metering Lead in meetings, reporting, team scrums etc. when required for leave/absence
- Provide Metering Lead with regular feedback for team metrics
- Support Metering Lead with jeopardy management from workflow dashboards
- Support Metering Lead with SLA reporting
- Assist the team in understanding technical aspects of metering (Meter tests, data logging, metering equipment, maintaining loggers and interpreting logger data, meter relocation and meter right-sizing) and all Customer and Market Processes through effective coaching
- Complete coaching logs for the Metering Lead to use in one to ones with team members
- Assist the team with complex queries/complaints
- To raise work to UUs contractors, liaising with field-based staff and interpreting the results and returned technical information
- Support the development and assist in delivery of suitable training documentation and guidance
- Support with systems testing for IT releases (Alto, Jira, Walto & Salesforce)
- Build and maintain a good working relationship with our partners in DS&M
- Provide guidance for escalated queries and understand when it is appropriate to escalate to managers
- Ensure that user guides, process and procedures are kept updated and that all team members know how to use them and understand all content
- To reallocate work and maintain the through put of work into the section for all metering process’s
- Manage Retailers and Customer Service, OPS and MPS service levels, BRMEX, CMEX and DMEX performance
- To support the teams activities when workloads require
Knowledge and Skills
- Good understanding of all industry measures for CMex, DMex, OPS/MPS and GSS requirements with the ability to translate strategy into operational activities with Market Requirements, compliance being a main focus
- Technical knowledge of all aspects of metering and associated equipment
- Excellent technical knowledge and understanding of UU systems – ALTO, JIRA, Salesforce and WALTO to support the development and testing of systems
- A solid understanding of the Water Industry and regulatory constraints
- Microsoft Office skills in particular Excel for report production, Word, Power Point and SharePoint
- Experience of implementing new initiatives, process improvements or driving through process change and new ways of working
- Strong customer service / relationship management focus and able to act as UU’s retailer champion in this area
- Have the ability to carry out quality checks - updating asset and billing data in the relevant systems (ALTO, WALTO/JIRA)
- Ability to solve problems and establish logical options and select/generate solutions to meter related issues.
- Excellent interpersonal skills with the ability to deal with internal and external customers efficiently and courteously
- Excellent planning and organisational skills
- Analytical skills with the ability to establish logical connections and identify trends and exceptions
- Ability to accurately record, interpret, manipulate and present information