Wastewater Networks Customer Field Manager

Job Title:

Wastewater Networks Customer Field Manager Contract Type:
Permanent Salary: £35,354 - £47,138 per annum Closing Date & Time:
Monday 03 Aug 2026 10:00 Job Reference:  Hybrid working (available after 3 months following onboarding and training)

About the Role:

Reporting to the WWPL Networks North East Area Manager, the Customer Field Manager will be responsible for the continuous improvement of the sewerage network, adopting a proactive management approach to the network in their area of responsibility to ensure that both short term and long-term defects are identified and remedied as efficiently as practicable. They will have ownership of all customer facing activities for the wastewater team including the handling of customer complaints from both the sewerage network and wastewater assets, in their area of responsibility.

Their aim is to ensure the delivery of Wastewater Networks customer liaison activities which comply with regulatory and customer service standards and contribute to the organizations overall strategic business aims. Responsibilities:
Management of wastewater customer complaints, DG7 and Executive Mail in Wastewater Networks East region with particular focus on the achievement of the targets for the handling of customer complaints. Investigate customer issues in relation to DG5 (Internal Flooding) Undertake the Wastewater Production Lines Customer liaison activities including meeting directly with customers and stakeholders in relation to their concerns/issues. Assess requests for follow-on work from blockage contractor and prioritise investigation were deemed necessary.

Investigate Customer Call Escalations and follow through to conclusion. Investigate Public Liability claims and third-party damage claims, including wayleave violations and rechargeable damage to NI Water infrastructure in liaison with SEC Company Secretariat, NIW Compliance and Legal teams providing assessment to the Claims Team and contribute to follow on legal cases. Please refer to candidate brief for further details. Applicants MUST be able to demonstrate in their application and where necessary at interview: ESSENTIAL CRITERIA
1. Possess a third level qualification (Degree/HND/HNC or equivalent) in an engineering, science, business, statistics, mathematics, planning or environmental sector fieldAND a minimum of two years relevant experience in the water / wastewater industry, to include working operational experience of Wastewater activities and infrastructure, minor works improvements, liaising with internal and external stakeholders, scheduling work via the Work Control Centre, management of contractors & customer service delivery (Operational).

OR A minimum of four years relevant experience in water or wastewater operations, to include working operational experience of Wastewater activities and infrastructure, minor works improvements, liaising with internal and external stakeholders management of contractors, scheduling work via the Work Control Centre & Customer service delivery (Operational). 2. Working knowledge of Health and Safety Risk Assessments and control measures and working knowledge of minor civil engineering projects.

3. Experience in assessing the performance of assets including proven ability to problem solve through use of performance or customer service information/data. 4.

Experience of Stakeholder management with excellent interpersonal skills to manage relationships across NI Water and influence at Senior Management Level.
5. Experience in identifying and allocating resources (people and budgets), measuring performance and monitoring delivery to achieve objectives.
6. Proficient in the use of Microsoft Office applications including Excel, Word and PowerPoint with experience in analysing, interpreting & reporting of data to draw sound conclusions and a good working knowledge and understanding of the GIS tool.
* Benefits Not only will you be working for one of Northern Irelands top companies, you will also receive a number of company benefits to include:
Generous annual leave and public holidays Flexible working and family friendly policies Hybrid working (available after 3 months following onboarding and training) Occupational sick pay Employee assistance programmes Cycle to work scheme Volunteering support Pension As well as a competitive remuneration package, NI Water offers an excellent DB pension scheme with a current employer contribution of 26.2% Northern Ireland Water is an equal opportunities employer.

For further details about the role and to apply please refer to the Candidate Brief by clicking on the APPLY button below.

Skills:

Wastewater operations Water Operations Customer Field Manager