Operational Supervisor

As a Response Pod Supervisor you will be responsible for a team of technicians and inspectors and support them in ensuring we deliver excellent service to customers, respond effectively to any issues, and work to the highest standards of safety and quality at all times. You'll work closely with the Operational Response Hub, Transport Team, and other Supervisors in Water to ensure we deliver the best possible outcome in any event. Every day will be different, exciting (and sometimes challenging!).

Key duties will include:
Managing the Response Pod Team to deliver an efficient and effective 24/7 service with no avoidable failures in service delivery. You'll be responsible for the management and performance of technicians and inspectors within your team and also be the point of escalation for other team members on shift.
Providing supervision and support to your team, ensuring that they are well managed through visibility, regular communication, and monthly 121 reviews.
Driving excellent standards around Health, Safety and Wellbeing through ensuring the team are suitably trained and competent to undertake their roles, always kept up to date with relevant safety procedures/guidance/information, and driving a culture of continuous improvement in line with our Safety Takes Every Person (STEP) approach.
Providing direction and coordination to the team on a day-to-day basis through close dialogue with the Operational Response Hub and Logistics & Compliance Teams. You'll ensure that the team are well utilised and working as efficiently as possible in a highly reactive environment.
Understanding the performance of your area & team well and taking action to drive continuous improvements. You'll play a big part in ensuring that we meet targets around Customer Minutes Lost (CML) and Water Quality.
Monitoring & managing compliance to safety and quality standards through regular reviews of reports and taking action to ensure that compliance is as high as it can be at all times. You'll pay close attention to compliance with WTD & HGV driving hours for both your own team and our contractors and carry out regular inspections and audits to ensure that we are compliant with our safety and quality procedures.
Ensure that all vehicles, plant, and equipment are adequately maintained and ready to deploy at all times, with particular focus on maintaining compliance with Water Quality and Safety standards expected.
Ensuring the team utilise all emergency response equipment available to restore supplies as quickly as possible in the event of failures, whilst ensuring that water quality is not compromised. You'll drive innovation and improvement in the technology, equipment, and techniques we use to ensure that we meet our performance targets.
Ensuring that contractors in our supply chain are working to the required safety standards through proactive monitoring in line with our management of contractors procedures. You'll ensure that people in our supply chain understand the importance of the highest standards of safety and service to customers. You'll review contractor RAMS to ensure suitability for the task being undertaken and issue Permits to Work / Certificates of Isolation to enable works to proceed. About you

Qualifications in STEM subject, management or leadership or suitable demonstrable experience
A minimum of 5 years experience working in a supervisory, technical, or analytical role in the Water, Utility or Logistics sectors.
Experience with reactive logistic operations and an understanding of water/wastewater operations
Experience in working to stringent Health and Safety procedures and regulatory targets/constraints and a proven track record in delivering to high standards and levels of compliance
Experience of successfully implementing initiatives and managing change
Enthusiastic about putting our customers first every day
A good understanding of water service delivery processes and measures of success
Able to demonstrate discipline to follow and monitor compliance against procedures with a strong focus on attention to detail
Ability to think tactically with a strong focus on ensuring day to day operations are effective and efficient
Able to deliver innovative solutions and strategic problem solving in resolving technical difficulties in allocated area
Team player with sound understanding of the importance of ownership and accountability
Ability to develop positive working relationships across the organisation
Highly effective communication skills and ability to translate initiatives and directives into actions that are fully understood by the team
Ability to deal with external stakeholders in a professional manner, promoting a positive image of Welsh Water at all times
Competent in the use of IT Good to know

Welsh Water is the sixth largest of the ten regulated water and sewerage companies in England and Wales. Responsible for providing over three million people with a continuous, high quality supply of drinking water and for taking away, treating and properly disposing of the wastewater that is produced, we are fully committed to delivering best quality service at least possible cost.We're different from other water and energy companies. We don't have shareholders. This means that we're able to keep bills down; help more customers who are struggling to pay their bills; and also put every single penny we make straight back into maintaining and improving our services and protecting our environment - now, and for years to come.

Who we are

Bath-times, half-times, party-times, meeting-times, and cooking-times. Our water brings Wales to life! It helps 3 million people stay healthy and clean every day. It keeps businesses running smoothly and life flowing along.

We're different. And proud of it. We're for everyone, not for profit. We're people from every walk of life. All with an opportunity to develop and grow amazing careers. All sharing the benefits of bringing our whole self to work.

We're the engineers and scientists, rangers and customer advisors that keep the taps flowing and keep our customers happy. And we're thousands of other incredibly diverse roles with National responsibility. All working to the highest standards of satisfaction. In a business where safety and care for every colleague is never compromised.

We're in every community. And for every community. We're Welsh Water. The people with the passion to bring futures to life in a business that brings Wales to life!

Discover the difference Welsh Water can bring to your life.
What you'll be responsible for

We do everything we can to make sure that our networks run smoothly around the clock. Sometimes, events happen that are outside of our control, and this is when our Response Pod Team will really make a positive impact to the service we deliver to our customers.

Pulled from the full job description

• Car scheme


• Company pension


• Cycle to work scheme, Vehicle allowance will be provided.

You'll participate in an annualised hours shift team, working a 24/7/365 shift rota
• . The shift rota gives great work/life balance, and you will be rewarded with ample rest days and an annualised shift allowance in addition to your salary. Working shifts will cover between 6am - 10pm, 7 days a week (working 37 hours per week)


Initially you will be working days only over a 5 day period to cover 37 hrs a week.

For any further information regarding this role please contact recruitment@dwrcymru.com Benefits

As well as a market competitive salary, 33 days annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:

Variable pay schemes
Enhanced employer pension contributions - Up to 11% employer contributions
Enhanced family friendly policies
Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
Reduction on high street & online shopping
Cycle to work scheme/Car-leasing scheme
Health CashBack scheme
An employee assistance programme for employees and their immediate family
Colleague matched fundraising scheme up to the value of £500 per year for your chosen charity
20% off all Welsh Water visitor attraction centres and gift shops
Flexible working patterns
Several internal employee networks including Embrace, LGBT+, Neurodiverse, Disability, Women of Welsh Water, Parents, Wellbeing and many more...
We also recruit our own volunteer Wellbeing Champions (on an annual basis) - successful recruits will receive full i-act and StRaW training
Whilst also working for a not-for profit company that truly cares about earning the trust of customers everyday, and about looking after our beautiful environment.