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 Éireann customer strategy.
Connections and Developer Services (CDS) are responsible for the customer engagement and stakeholder relationship management of all connections to the Uisce Éireann network. The CDS team manage the customer journey from development concept design, statutory planning process, pre-connection, technical design, site quality assurance, vesting of new asset and final connection and metering, including developing commercial/technical customer agreements, and managing customer funding in adherence to all technical standards, connection charging policy and governance requirements. CDS are responsible for delivering a highly effective customer service, including reviewing, and implementing solutions to meet changing customer needs. Collaboration with several key business partners is essential for the successful delivery of connections on behalf of the customer.
Reporting to the Quality Assurance Regional Technical Manager, the Senior Field Engineer will be responsible for managing the process of vesting of water services infrastructure assets within residential estates, or Self lay in the public road supplied from or connected to Public Networks. The Senior Field Engineer will be responsible for the vesting of these assets by Uisce Éireann in accordance with CDS Technical Documents and protocols with the local authorities (LAs). This includes managing the Quality Assurance Regime for all new developer self lay water services infrastructure to be vested into Uisce Éireann’S ownership. The Senior Field Engineer will also be responsible for co-ordinating and managing the activities of a team of Field Engineers, within their regions, and will engage in the categorisation of estates, development of resolution plans for required remedial works and the implementation and close out of the required works. The role includes monitoring progress, agreeing resolution plans with customers, preparing estimates, managing budgets inclusive of quality assurance, costs, managing workflow within Uisce Éireann’s business and reporting to the Development Manager on all aspects of the Quality Assurance on Self Lay developments.
Main Duties and Responsibilities:
Co-ordinate and manage a team of Field Engineers based in their region.
Chair progress meetings & input into national progress reports.
Manage the Quality Assurance Regime for Developer Self Lay Connection Agreements.
Monitor the programme budgets and quality assurance costs in their region.
Liaise with UÉ Asset Management/Operations/Communications/Legal/Finance/ Economic Regulation.
Liaise with Infrastructure Delivery who will be involved in the supervision of the Connection and Developer Services Regional Contractors.
Identify risks and escalate key risks and issues to the Regional Managers.
Brief UÉ Communications and preparing workflow responses to queries that may be raised.
Manage the implementation and ensuring the close out of works orders
Liaise with Customer Contact Centre team in arrangement of site visits.
Ensure compliance with CDS Technical Documents in relation to Field Engineers inspection work.
Ensure site assessments are conducted in accordance with UisceÉireann Health and Safety Policy and Standards.
Liaise with Regional Connections & Developer Services Manager in relation to any identified technical requirements for Work Orders.
Ensure provision of new/updated asset data to Asset Intelligence team for update.
Contribute to the development of technical documentation, business processes/ procedures as may be required.
Manage the industry change procedure as required to deliver any new processes or procedures to embed the new process into the industry.
Provide support to the Regional Connections & Developer Services Managers
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.
Provide visible leadership for your team, coaching and developing them to achieve their full potential and deliver business objectives, promoting collaboration and highlighting the behaviours that are expected from everyone in the team.
Other duties as required.
Knowledge, Skills and Experience:
Relevant third level qualification and or accreditation is desirable and or relevant expereince
A minimum of 5 years’ experience in the water, utilities or similar industries is desirable
Demonstrated people management experience, with strong people, change management and conflict resolution skills
Experience providing coaching in the development of the technical skills and abilities in others
Highly motivated individual, working to the highest professional standards and with proven ability to deliver results
Strong analytical skills and ability to identify and analyse problems and potential improvements, and propose and implement solutions
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.