Serviceability Analyst

Ref No. BHN518665
Salary £21,000 - £24,000/annum
Location Worthing, England
Job type Permanent
Job Status Open


Our water industry client is currently looking for a Serviceability Analyst to join their Below Ground team in Worthing.


Water Sector Experience desirable

The Job

Our water industry client is currently looking for a Serviceability Analyst to join their Below Ground team in Worthing.

The Serviceability Analyst is primarily responsible for coordination and management of reported Pollution and Internal Flooding Incidents in line with their respective individual service level targets, assigning them to the appropriately skilled internal field resources for delivery of the work involved. Accurate reporting of incidents is vital to our rating by the Environment Agency and Ofwat. The role requires the co-ordination of incidents, making efficient and effective use of Field resources, whilst ensuring communication links are maintained with our reactive sewerage teams working for our service partners and to ensure that the Environment agency are kept appraised of every Pollution incident throughout it's duration. The job holder will also follow each incident through to ensure that any work required to prevent repeat incidents is completed, or mitigating action is taken. Environment can be high impact, fast paced and reactive or quieter & more controlled/planned.


  • Acting a single point of contact for the recording of all Pollution Incidents to the EA
  • Backlog management of outstanding PIRS investigations
  • Dispatch Hub daily management information
  • Minimise travelling time by sending the most appropriately placed resource (thus reducing operating costs)
  • Ensuring regular calls with IT Performance Manager to review field staff performance
  • Monitor and manage CTrack and visibility of all vehicles and drivers within geographic area managed and their movements
  • Prioritisation and allocation of work
  • Scope alarm management
  • Incoming call handling
  • Accurate completion of hand over document

Skills and Competencies

  • Computer literate with Microsoft Office suite.
  • To be able to gain competency in the use of our clients specific systems, namely Ellipse, CSMS, Map Guide, PIRF (MapInfo), SCOPE.
  • Tests understanding by asking clarifying questions. Probes a problem or situation to get a clearer picture.
  • Has the capacity and ability to build a level of technical understanding of the equipment employed at SW sites and sewers and the implications of work undertaken on that equipment.
  • Has the ability to quickly achieve a high level of understanding of the systems and processes used within the department.
  • Familiarity, or ability to quickly learn, Scope & PIRF.
  • Use of VISIO would be a benefit but not essential to help maintain business processes in delivering continuous improvement.
  • Good problem solving skills with logical approach.
  • Able to work to tight deadlines in a high pressure environment.
  • Ability to work flexibly to shift patterns.
  • Record decisions and information accurately.
  • Excellent oral and written communication skills, exchanging information and communicating in a clear and concise way with the ability to adapt approach to different situations.
  • Ability to build strong relationships with internal and external stakeholders at all levels.
  • Ability to work collaboratively with the team, in order to achieve targets.
  • Ability to present information to stakeholders concisely and clearly.
  • Takes ownership and seeks prompt accurate resolutions and solutions.
  • Good report writing skills - produces well structured, informative and clear reports.
  • Committed to the delivery of high level service quality, enthusiastic, positive, resourceful and resilient.
  • Independence, able to work and take decisions with a minimum of supervision or guidance.
  • Adept and experienced at objection handling.
  • Patience and resilience.
  • Previous experience within a busy,Service Centre/Call Centre/Customer Service environment as a Customer Service Agent. Some technical knowledge of the equipment and processes employed within the Water Utility industry.


  • Salary up to £24,000.
  • 25 days holiday plus bank holidays.
  • Pension Contribution Scheme.
  • Flexible Working.


Related jobs


Back to top