Senior Incident Officer

Bristol Water
From £60,000 to £65,000 per annum depending on skills and experience
Closing date
22 Oct 2020

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We have an exciting opportunity for a Senior Incident Officer to join our Control Centre here at Bristol Water.

In this role you will be accountable for the delivery of an effective and efficient control function which minimises the impact of disruption, supports the highest level of customer service and is operated as effectively as possible. You will need to have a clear line of sight on all the operational activities across our network, whilst ensuring the best use of time and resources and supporting an enhanced focus on customer service.

What will you be doing?

As Senior Incident Officer, you will be accountable for ensuring the team meet external customer expectations and critical company KPIs. You will be responsible for ensuring the control room personnel training and capability, with appropriate processes, procedures and tools, and meet water supply demand.

You’ll also be responsible for meeting external customer legislation for various bodies including UK national security, local/regional and country emergency services, Environment Agency and Drinking Water Inspectorate (DWI). In turn, you’ll deliver required service to customer services, security, network and production to ensure the control room meets all customer requirements and expectations.

You will lead the Control team ensuring adequate resources are available to deliver a flexible, competently skilled, and effective workforce at all times. The team will provide a matrix of support services to other operational areas of the business in line with any agreed service level agreements (SLA) and which maximises both the operational performance and the customer experience.

As Senior Incident Officer, it will be your responsibility to ensure that the control function is resourced and managed to provide 24x7 cover and is equipped to effectively manage unplanned disruptions to service, facilitating the return to service as quickly as possible.

This really is a great opportunity for an experienced leader with a desire to mould and develop a new team. You will be an enthusiastic individual who is calm under pressure, pays close attention to detail and can follow safe processes in a controlled reactive environment. Managing both planned and unplanned events whilst minimising any Network and wider Business Risk, including Customer Inconvenience. With H&S and Supply Interruption at the forefront you will require a detailed knowledge of Water Networks, with Flow & Pressure Alarm Database interrogation experience, enforce HSE Legislation and Water Quality (DEFRA, DWI) Compliance. Able to work efficiently whilst demonstrating leadership in delivering our performance commitments. You will also need to be able to efficiently collaborate and work alongside individuals through the company to nurture business development.

What will you be doing day to day?

You will be responsible for leading our response to incidents, including:

Network Restoration and Recovery - Direct communications to the Executive team, Operations Control and senior stakeholders regarding restoration and recovery of the network and lead and direct development and implementation of real time strategic plans to achieve recovery targets.Post Incident - Arrange incident/lessons learned reviews, giving appropriate consideration to balancing safety, service delivery and other key performance indicators, and establish a system to monitor and review the implementation of recommendations and trackable actions and the impact on future performance.Safe Operations - Accountable for leading the management of the Distribution and Trunk Mains Network (including all associated Network Assets: Service Reservoirs, EOV’s, Pumping Stations etc) ensuring the Safe Control of Operations for all planned and unplanned Network Activities minimising any customer supply interruption and mitigating escalation of incidents.Lead the dissemination of safety critical and other information. Introduce and maintain a system of recording operational safety and performance incident information in accordance with the relevant company standards, procedures, and statutory requirements, to provide safety, performance and management reporting information.Ensure central SCO (Safe Control of Operations) and adherence to CWS-006 Safe Control of Operations for all planned activities carried out by your teams.Attend Planning Meeting to co-ordinate and manage risk within the Network.Co-ordination of Activities - Lead and direct the co-ordination of pre-agreed plans for supply interruption, event management, weather management and other risks.Oversee the teams to ensure professional standards are maintained and lead the real time response to operational security issues and incidents and lead and direct the provision of safety briefing to staff.Manage the integrity of sensitive operational and security documentation.Manage the deployment of Network Inspectors, Repair Crews, Contractors, Alternative Water Supply (AWS) & Continuous Water Supply (CWS) in a planned or unplanned event (in co-ordination with the Area Managers) to help minimise any supply interruption, directing and co-ordinating teams as required.Requesting utility plans, checking the plans and highlighting any major risks such as oil or high-pressure gas mains which may delay repair times and effect CML.Work with Production to ensure any Treatment Works and source outages are managed and co-ordinated against the Network requirements.Lead with the 2-2-2 process of investigation for any infringement events.Managing the Operational Control team and the Incident Officer team, this role will also be expected to act as Incident Officer as required by exception (once qualified).Monitoring - Monitor and manage (Live) all Bristol Water Network Flow and Pressure Alarms.Monitor High Flow, Low Pressure alarms reacting accordingly and deploying the required teams to locate, diagnose and carry out efficient timely repair and maintenance.Issue Network Escalations (CP0054) working with the O&M Area Manager.Identify and ensure Incident Loggers are deployed at high and low positions within the districts suffering loss of supply.Assist in managing the alarm system to reduce numbers of nuisance alarms by adjusting targets or taking action to resolve the problem.Minimise Supply Interruptions - Lead the identification and assessment of standard planned and reactive rezones to minimise supply interruption, in coordination with the Area Managers and Network Modellers whist assessing any discolouration risk and pressure differential.Ensure all planned and unplanned activities minimise the risk of Supply Interruption to our customers, where an outage is unavoidable then closely manage the duration to <3hrs to avoid/reduce any CML Performance impact.Utilise detailed knowledge of our Network to deploy Inspectors to carry out standard and bespoke Network Rezones, assessing pressure differential and flow reversal risk and identify CWS (Continuous Water Supply Solutions), commonly suitable Tanker Infusion points.External Communications - Raise Environment Agency Pollution Incidents where we have discharge to a water course and contact the fire brigade where we have a large supply outage informing them of alternative live fire hydrants and inform the local council operations rooms of emergency road closures or significant traffic disruption in emergency situations.What we’re looking for…

We need someone who is confident in assessing multiple situations to identify priorities and make informed decision working within a fast paced and reactive environment. You will have significant Water Industry experience or experience of Processed Plant Operations.

To be successful in this role, you’ll need to be a strategic thinker with a logical mindset who thinks and operates proactively. A confident individual who can comfortably make critical decisions in a timely manner and provide solid reasoning and justification based on previous experience. You will have excellent communication skills to not only help to build trust and confidence within the team, but also when communicating and negotiating with stakeholders. You will be able to manage conflict, work under pressure and influence others, working swiftly and carefully to solve problems and help to prevent them in the future. An experienced leader & adept Manager who is comfortable communicating at all levels. It’s a varied role with vital responsibilities for safety. Wherever you’re needed, you’ll make a positive impact, helping us to fix issues and then identify and eliminate the root causes.

Successful experience of root cause analysis and able to demonstrate real time incident management and problem-solving skills.Understanding of Pressure Differential and Hydraulics of a Network SystemExperience of working in a customer facing environment.Experience and competence in carrying out risk assessments.Excellent communication skillsAbility to build strong relationships to obtain the most appropriate advice and guidanceHNC or Equivalent Civils/Water Mgmt. or equivalent level of experienceIOSH Certificate or equivalent level of experienceImportantly, you will need to demonstrate our core values: TRUST, SUPPORT, ACCOUNTABILITY, RESPECT, PROFESSIONALISM, PRIDE and AMBITION.

Ideally, you’ll also have..

Experience of G.I.S systems, PRISM and Netbase/Watercore and confident with Microsoft Excel, Project & PowerPoint.Successful experience of implementing emergency plansExperience of operating in a Senior Manager leadership position of comparable size and complexityUnderstanding and appreciation of Safety, Health and Environmental issues within a highly regulated environmentPrevious Financial/Budgetary accountability – commercial acumenWhat’s in it for you?

As well as an interesting, varied environment (where no two days are the same!), and a great opportunity to make your mark, the role also offers:

27 days holiday + bank holidaysBonus scheme 15%Entry into the company pension schemeSupportive, friendly team and working environment Why Bristol Water?

Bristol Water provides water to over a million customers in the Bristol area, this equates to over one thousand square miles and 264,000,000 litres of water supplied everyday!

Since 1846, we’ve been making people healthier and the economy stronger. We’ve served generations of families and will serve generations to come.

We don’t just give people water. We keep them healthy and help them grow. People are the reason we work around the clock and test our water hundreds of times every day.

We’re here to have a positive impact on people and the planet for generations. Without people, it’s just water. With water, families flourish, businesses grow, and people create.

We’re a morning cuppa, that well-deserved bubble bath (although we’d prefer a four-minute shower), and that cold Friday pint after a long week.

We’re full of colour, pride and spirit… just like our small patch of the planet.

We’re local

We’ve been here for generations, we served your great-great-great grandparents (if they lived in Bristol, anyway).

Almost everyone who works here, also lives in the area.

We were born out of the needs of Bristolians and we’re still part of that today. So, we do what we do for ourselves, our families, our friends…our people.

We’re nimble

Did you know we’re one of the smallest water companies in the UK, and we love it.

It means we’re closer to people and we can do the things that matter. Being small means we can be responsive. We punch above our weight, leading the way. We show others how it’s done and have big opportunities for our staff.

We’re in it together

We’re stronger when we work together. Our willingness and desire to collaborate is our secret to success.

We welcome applications from all individuals from all backgrounds, if you share our values, we’ll want to work with you to do good.

For the planet

We’re on a mission to save the planet from pollution and waste. We aim to make every bit of the environment we touch better.

Bristol Water. It’s what we’re made of.

Our purpose - To have a positive impact on society and the environment to build trust beyond water.

Bristol Water is committed to the welfare of our customers and expects all staff to share this commitment. All direct customer facing appointments are subject to a basic DBS check.

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