DescriptionWe are Uisce Éireann. Every day, we are responsible for the delivery of secure, safe, and sustainable water services for the people of Ireland. As Ireland’s national regulated water utility, our vision is a sustainable Ireland where water is respected and protected, for the planet and all the lives it supports.
Our purpose at Uisce Éireann is to rise to the challenge of delivering transformative water services that enable communities to thrive. That means we are proud to take on the responsibility of protecting our water supply and passing on a safe and secure water system to a rapidly growing population and empowering Ireland’s social and economic growth.
So, we’re passionate about helping our people to do the best work of their lives, to enable them to make a positive difference to communities all over Ireland. Our aim is to attract and develop talented and skilled people with diverse backgrounds and an evolving range of expertise and insight. We believe that such a strong workforce will help us achieve our goals and allow us to continue investing in, and advancing, Ireland’s water services.
The Role:
Customer Operations develop, deliver, and support excellent customer experience and service to both domestic and non-domestic customers within a regulated industry. Customer Operations is responsible for managing the customer relationship with the Customer Contact Centre, ensuring timely and accurate customer billing services and effectively implementing the Uisce Eireann customer strategy.
The Customer Strategy and Capability team is responsible for delivering strategic capability across Customer Operations such as Customer First programme, non-domestic and trade effluent customer tariffs and associated policy development. They provide support to customer regulatory engagements with internal and external stakeholders (CRU and EPA). The team will provide support to the wider business on business intelligence reporting, independent revenue assurance audits and controls and data management support. They provide licensing and compliance activities to third parties.
Reporting to the Wastewater Source Control Compliance Lead, the Wastewater Source Control Compliance Analyst is responsible for compliance activities associated with discharges of trade effluent to Uisce Éireann’s wastewater network from (licensed and unlicensed) commercial and industrial non-domestic customers. They are responsible for undertaking compliance activities in accordance with UÉ’s Wastewater Source Control compliance policy and procedures. They shall provide a quality service through establishing and maintaining effective working relationships with internal and external stakeholders.
Main Duties and Responsibilities
Undertake customer site audits, follow site audit procedures effectively, manage and/or undertake trade effluent sampling, escalate non-compliances to the Wastewater Source Control Compliance Lead and other appropriate channels
Liaise with licensees in relation to licence compliance, audit findings and trade effluent sample results and monitor progress of any corrective trade effluent action plans (TEAPs)
Build customer relationships and manage customer interactions on behalf of Uisce Éireann acting as a point of escalation within a region for related issues as required
Support in the resolution of incidents with licensees, providing input as required to potential enforcement cases and represent Uisce Éireann in court and acting as an expert witness as required
Ensure all compliance activity, risk information and trade effluent sample data is accurately recorded and promptly reported using the technology systems provided
Liaise with relevant Uisce Éireann teams to investigate and identify root causes of UÉ incidents or failures related to trade effluent and implement corrective actions to prevent reoccurrence
Responsible for monitoring and reporting on relevant KPIs over which they have ownership
Contribute as required to the development of the national wastewater source control plan, policies, strategies and procedures & standards in conjunction with the Wastewater Source Control team
Proactively identify trade effluent producers requiring trade effluent licences via desk-based studies, field work and site visits. Liaise with the Source Control Licensing team in relation to new licensees
Support the implementation and management of strategic initiatives such as the Trade Effluent Charging Framework, National TE Sampling Programme, Trade Effluent Education, Licensing & Inspection Services (TELIS) programme and other key priority initiatives
Identify areas for customer education and provide input into wastewater source control guidance documentation
Maintain an in-depth knowledge of the application of current legislation, standards, processes and procedures relevant to wastewater source control. Actively seek out guidance from relevant sources in relation to best practices in wastewater source control management
Develop and maintain networks and strategic alliances, with relevant industry, government and professional bodies, identifying programme development opportunities, innovations and raising the profile of UÉ in being a leader in wastewater management
Responsible for carrying out any other duties which the Wastewater Source Control Compliance Lead may reasonably request
Adhere to all HSQE plans, policies and procedures
General Duties and Responsibilities
Collaboration with key internal stakeholders across the UÉ business
Responsible for promoting and delivering health and safety commitments across UÉ and its supply chain, reinforcing positive behaviours and delivering health and safety objectives and requirements to the highest industry standards.
Support the delivery of the Uisce Éireann Transformation Programme, driving results required within the Directorate and supporting organisation-wide objectives.
Other duties as required.
Knowledge, Skills and Experience:
Relevant third level qualification and or accreditation is desirable
A minimum of 3 years’ experience in the water, utilities or similar industries is desirable and or relevant experience
Ability to develop and maintain effective partnerships with key stakeholders internally and externally
Proven track record with dealing with complex issues, proactively and in a timely fashion along with the ability to communicate information to others
Highly motivated individual, working to the highest professional standards and with proven ability to deliver results within a team.
Strong analytical skills and ability to identify and analyse problems and potential improvements, and propose and implement solutions
Ability to manage time effectively, prioritise work streams, report on progress regularly and highlight relevant issues for escalation
Demonstrate adaptability and the ability to change focus and direction in line with business strategy and requirements
Proactively identifying new areas of improvement and using newly gained knowledge and skill on the job
*Please be advised that if successful you will be placed on the salary range based on your skills and experience. Please note the Market reference point (midpoint) of the range is generally the upper end of the offer where someone is deemed to be fully competent to take on the duties of the role, and leaves room for the employee to progress through the pay range as their experience develops further
Uisce Éireann is an equal opportunities employer
We are committed to providing a diverse and inclusive place of work and have a robust strategy and framework called ibelong to enable this. We are an equal opportunity employer and through our recruitment process we welcome and encourage applications from interested and suitably qualified individuals regardless of gender, age, racial or ethnic origin, membership of the traveller community, religion or beliefs, family or civil status, sexual orientation/gender identity or disability.