Who are we?
Thames Water is the UK’s largest water and wastewater company. We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km’s of pipes, to keep taps flowing and toilets flushing. We are an essential service and have operated throughout the Covid19 pandemic.
At Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open.
What you will be doing
We have an exciting opportunity to join our Non-Household Service Delivery Team in Langley as a Metering Advisor. In this role, you will support the Non-Household (NHH) Metering Manager to coordinate our metering processes and service offerings.
This role is suitable for Part-time / Job Share.
- Work closely with our metering contractors and systems to monitor and report against targets and SLAs, and support NHH metering field activity by securing access to NHH premises
- Coordinate the Non-Household Metering Team (NHHMT), Water Network Teams, Wholesale Market Service (WMS), Retailers, NHH Customers, and our legal partner to ensure metering jobs are completed or closed following the agreed access process
- Align our processes to Retail Market obligations and Codes with Market Operator Services Limited (MOSL)
- Liaise with internal & external stakeholders to identify best practices and improve our market performance and Retailer satisfaction score
- Help maximise the benefits of our NHH metering programmes through targeting our proactive metering and smart meter rollout
- Own the end-to-end NHH metering access process and management of jobs
- Implement best practice and continuous improvement
- Work collaboratively with retailers to deliver a process that minimises the use of warrants but maximises the number of meters installed within SLA
- Monitor and improve case manager responses to customers/retailers
- Manage escalations and complaints related to NHH Metering activities
- Facilitate cases through the warrant process with our legal team, and audit witness statements for process compliance, working with the field teams on the execution of warrants
- Monitor and report on job status’, SLAs and access success rates
- Review ‘Out of SLA’ root causes and implement improvement plans
- Liaise with key internal and external stakeholders to improve access (Water Networks, NHH Metering Team, Retailers and NHH Customers)
- Support maximising the benefits of our pro-active meter replacement programme (e.g. Leakage, Long Unread, Water efficiency)
- Support the team with any other NHH Service Delivery request, such as our Digital Data Service or Meter Accuracy testing
- Ensuring zero compromises on Health & Safety
We’re looking for you to:
- Have previous experience in customer engagement – i.e booking appointments, liaising with customers via email/phone
- Have previous experience in coordinating contractors and internal teams
- Have previous experience in stakeholder engagement
- Be organised, with the ability to prioritise and coordinate multiple activities and demands
- Be competent in using MS office and confident in learning new software (Experience in using PowerBI, and industry-specific tools and databases is desirable)
- Possess strong numerical and analytical skills with high attention to detail
- Knowledge or experience of the Water Industry and the NHH Water Retail Market is desirable
What’s in it for you?
Non-Household (NHH) Service Delivery is key to help reduce water demand by transforming our NHH metering, and value adds products & services within the Wholesale-Retail Market in a way that drives customer advocacy. Our programme delivers our NHH metering field activities, improves our smart meter data, as well as providing valuable insight into our company water balance.
Our competitive salary package includes an excellent contributory pension, 24 days holiday per year increasing to 28 with the length of service and a wider benefits scheme.
We’re proud of the positive ways of working we have adopted during the pandemic. We want to create a more flexible and dynamic environment so all our colleagues can thrive. For our office-based roles, we are moving to a hybrid approach where we will provide options around working from our offices, our operational sites and home dependent on role/team/individual. This will be discussed during the assessment process.
Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader and we are a Times Top 50 Employer for Women.
You can find out more in our working for us section of our website.