Response Co-ordinator

Overview

Full time - 37 hours per week

up to 12 months fixed term contract/ secondment

Location – Hanningfield WTW, Chelmsford

Salary £36,975 - £43,500 (depending on experience) + 20% shift allowance

PLEASE NOTE – This is a full time role involving shift work, including night shifts.

As a Response Co-ordinator at Essex & Suffolk Water, you will be at the heart of our supply network, overseeing the flow of water and responding swiftly to any operational challenges. Your role will involve monitoring and controlling the network to maintain seamless service, while also handling customer calls outside of normal business hours, producing reports, and escalating any issues to Field Technicians as needed.

Working as part of a rotating shift, you’ll need a calm, methodical approach to problem-solving, ensuring that every situation is managed with efficiency and professionalism. Thriving under pressure and maintaining a methodical, professional approach is key to success in this role. As a Response Coordinator, you’ll have the ability to assess situations with clarity, prioritise tasks based on severity, impact, and cost to ensure the best possible outcomes.

Possible permanent opportunities are available at the end of the 12mth contract.

Strong communication and organisational skills will be essential, as you’ll be interacting with both internal teams and external customers, prioritising workloads to uphold excellent service standards. Your technical expertise will be crucial in understanding and navigating complex control systems, so you will have ability to communicate technical information effectively to colleagues and stakeholders alike. While previous knowledge of the Essex and Suffolk supply network would be beneficial, it is not essential.

What matters most is your ability to work independently and thrive in a fast-paced environment. Beyond technical skills, you’ll have exceptional customer service skills and whether you’re managing operational challenges or assisting customers out of hours, your ability to engage professionally and provide solutions will make a real difference.

Here at Northumbrian Water/Essex & Suffolk Water, we embrace and value Diversity, Inclusion and Equity, and encourage all colleagues to bring their most authentic self to work. Our colleague network groups include our Rainbow Support Network (LGBTQIA+), REACH (Race, Ethnicity, and Cultural Heritage), WiSTEM (Women in STEM) and Thisability (disability and neurodiversity) networks. They provide a safe space for colleagues from diverse backgrounds, welcoming all colleagues regardless of their personal characteristics to participate in valuable conversation that improves our organisational awareness, understanding and inclusivity.

We encourage and welcome all applications, as we strive to be an equal opportunity employer, committed to having diverse communities represented within all our teams, structures, and organisation. NWG are an inclusive employer who support the rehabilitation of offenders, we will not, however consider candidates who have certain unspent convictions to ensure our commitment to fostering a safe and secure working environment for all colleagues, suppliers, customers and third parties.

We’re aware that not everyone will have every skill listed in the job description, however if you have some of the skills listed, we'd encourage you to apply.

• Generous holiday entitlement starting 23 days, plus bank holidays and additional time off on Christmas Eve and New Year’s Eve. There’s also the option to buy or sell holidays.
• Company pension scheme, where we’ll double match your contributions up to an employer contribution of 10%.
• Free access to local attractions.
• A fantastic discount scheme, with savings on days out, shopping, travel and more.
• Award winning ‘Living Well’ wellbeing support, including access to a digital GP service for you and your family members.
• Support with sustainable travel – through salary sacrifice cars and a cycle to work scheme.
• Financial wellbeing support – access our community savings scheme, financial education and low cost loans through Salary Finance. We also…