Incident Controller

Incident Controller

Location:
Prenton

Salary from £32,240 + Shift Allowance + Over Time

This is a Shift Role comprising of Mornings, Afternoons and Nights on a Rolling Shift Rota - more details to be discussed at Interview.

Closing Date 30/01/2026

Help us create a better future, quicker

Responsible for network incident creation, resource allocation and reporting processes in real-time across the franchise area.

Responsible for operation of the outage management system (currently Power On) and updating of data in Power On and associated systems.

Responsible for updating customer and regulatory information to provide a high standard of customer service and business reporting accuracy.

Responsible for the end-to-end co-ordination and update of vulnerable customer information and actions taken by all SPEN contacts.

Responsible for taking customer phone calls overnight and associated duties

Responsible for promoting usage of Power On Mobile and challenging, updating reasons when not used

• Correctly process Power On incidents, ensuring correct staff and contract resources are prioritised and dispatched to achieve supply restorations.
• Monitor critical information and coordinate with other members of the incident management team to ensure incidents are prioritised accordingly.
• Decide on the best allocation of jobs to optimise the utilisation of field resources and upscale staff surpluses/deficiencies to achieve performance requirements in the most cost-effective manner. Allocation through Power On Mobile to be maximised.
• Liaise with field staff to continually monitor incident/fault progress for GS and OS compliance and report exceptions.
• Work as a team with other Incident Controllers to share workload and resources across zones.
• Ensure all systems are updated to required standards and complete reporting associated with operations processes.
• Ensure all vulnerable customer(s) are supported and managed positively throughout and this information is updated on the incident log. Ensure that all requests and information are followed through and recorded.
• Assist field staff with information held in central systems to reduce the time taken to identify and locate supply problems.
• Use of UMV, VPB, Geoview
• Recording the use and location of test equipment.
• Produce mandatory reports against DTI criteria for Electricity Supply Regulation 31 reports.
• Liaise with operational staff to make ad-hoc updates to VPB.
• Liaise with DCC, Incident Management, Field Staff and customers to ensure customer information is of adequate standard and provided in a timely fashion.
• Be actively involved in promoting Customer Service, and assisting when necessary to implement Customer Contact Plans and escalation process.
• Assist in training of new appointees and support staff.
• Monitor work outstanding to ensure jobs are progressed.
• Pass defined work to other departments e.g. shrouding requests, hazard report forms, voltage checks, etc.
• Be active in the improvement/development and introduction of new processes, procedures, initiatives and new technology.
• NRSWA as required.
• Liaise with Customer contact staff and Production Team to provide information when required.
• Manage customer phone calls in a professional manner, providing correct safety advice.

• Awareness of the direction aims and objectives of Energy Networks, and specifically the electricity distribution process and fault management, restoration procedures.
• Awareness of potential health and safety issues associated with restoration and repair activities.
• Awareness of the requirements and expectations of internal and external customers.
• Working knowledge of Power On (or equivalent) and fault reporting.
• PC skills - Microsoft Office, UMV, Power On Call Taker, Power On Mobile.
• Developed customer service skills and knowledge of customer contact process.
• Developed communication and influencing skills.
• Excellent Telephone skills, manner and grammar.
• Knowledge of shift and standby working arrangements.
• Knowledge of Reg 31 reporting criteria.
• Awareness of network management systems.
• Awareness of Guaranteed standards.
• Positive Team Member.
• Positive interactions with internal and External customers.