We are currently seeking a Duty Control Manager to join our control room reporting into the Head of Service Management.



The purpose of this role is to ensure a quick and effective response is provided to operational and customer issues 24 hours a day, 365 days per year. This role will liaise closely with the Operational field teams and Customer service teams to ensure incidents are pro-actively co-ordinated and communicated to key stakeholders.



The main duties of this role are as follows:
* Manage the Service Management Centre to ensure our response to customer and operational issues is pro-actively controlled and communicated within the business.
* Responsible for the 24/7 monitoring and management of the level of service delivered to the end customer, the identification of service issues, and for the definition and direction of operational response and rectification, including coordinated scheduling of company and contract resources.
* Plan, schedule and manage all regional workloads undertaken by both company and contract resources
* Forecast resource levels required to meet required levels of service across production and distribution functions
* Develop business strategy with regards operational response giving consideration to customer expectation
* Develop Control and Operational methodologies to enable the efficient operation of Production sites and Network storage to meet the requirements of the Production Plan and Network Operation Strategies.
* To monitor status of network and production sites, identifying and responding effectively to trends and alarms to minimise impact of level of service to customers.
* To respond to service requests and reports from Customer Service Centre and other retailers, scheduling the responses required to ensure that services levels are achieved, and customer relations can be managed effectively.
* To manage supply interruptions and water quality issues, 24/7, supporting duty Senior Managers in the effective co-ordination and resolution of operational incidents.
* Ensure all work requests are completed to requirements, to support accurate reporting of service-level performance, such as interruptions and discolouration, and for payment of service penalties to retailers (e.g. GSS)
* Deputise for Head of Service Management when and as required

To be considered for interview you should have:
* Recognised Supervisory Management qualification (CMS, ILM, ONC etc).
* Experience in managing teams of people within an operations function.
* Experience in resolving complex customer issues.
* Good standard of education to degree level or equivalent.
* Knowledge and experience of legislation within H&S, highways and water quality.
* A basic understanding of water treatment processes and chemicals.
* Good communication skills -written and verbal.
* Must demonstrate a willingness to be flexible and adaptable.
* An understanding of water treatment processes and chemicals
* Organisational skills, methodical and diligent.
* Experience of change management processes.



This position is subject to a basic criminal record check and you are required to hold a full UK driving license.



In return, we offer a competitive salary, a minimum of 25 days annual leave, a stakeholder pension scheme in which the maximum Company contribution is 10% and a life assurance scheme.