Contact Wendy Blair | 028 2563 1555 | [email protected]
Work Controller - Belfast - NI Water
This role will deliver a central service for NI Water during both core and non-core working hours, enabling preventative actions to avoid or minimise impact on our customers, colleagues and assets.
As a Work Controller, you will drive resolution for customers by handling telephone enquiries and using key systems to enhance customer service delivery. By optimising and managing key work activities across operational teams, you will directly contribute to the achievement of NI Water’s customer satisfaction, regulatory and environmental targets.
About the role:
- £16.50 per hour
- Location: Westland House Belfast
- Hours of work: 37.5 per week Monday to Friday
- Temporary position for up to 3 months
- Public Sector
- Please note applications close on Tuesday 6th October 2026 at 12 noon.
Duties include:
- Apply detailed knowledge of various key factors to effectively control, schedule, optimise, and close both planned and reactive work, considering factors such as work priority, skill of crew, locality of field staff, knowledge of critical Water/ Wastewater/ M&E operational requirements, and contractors for both assets and customer activities.
- Utilise data from complex work management systems to support these processes.
- Direct responsibility for changing schedules/plans as needed, optimising available resources to prioritise customer requirements across Water, Wastewater and M&E disciplines and collaborate with operational managers, contractors and senior management to agree on resourcing requirements to minimise disruption, and promote a calm network.
- Interpret data from all available systems and customer inputs, to identify real-time events early, enabling prompt response and resolution by field staff.
- Continuously monitor events through to closure, updating colleagues and systems to ensure customers are informed.
- Evaluate, analyse and accurately update, capture, or escalate information within systems to maintain data integrity and improve the quality of management information.
- Take accountability for driving operational efficiency by reviewing performance metrics for individual operational colleagues, implementing necessary changes, and monitoring their impact through weekly stakeholder meetings.
- Contribute directly to achieving NI Water’s company targets, including customer satisfaction, regulatory and environmental demands, Net Promotor Score, billing inquiries and water supply.
Criteria:
- A minimum of 5 GCSE’s Grade C or above, to include English and Maths, or equivalent plus 1 year of experience in a customer centric / operational role, analysing and interpreting system data.
OR
- Two years’ experience in a customer centric role, analysing and interpreting system data.
- Experience of communicating effectively across a diverse range of stakeholders
- Experience of working to challenging targets / deadlines
- Ability to work alone and use initiative
- Access to a form of transport that will enable you to attend work at times when public transport is not operating and to attend at short notice whilst on-call.
- Proficient in the use of MS Office applications including Excel, Word and Outlook.
- As part of the reference checking and vetting process for this position you will be requested to undertake a Basic AccessNI Disclosure. Having a criminal record will not necessarily be a bar to obtaining a position.
If this sounds like the next step in your career, we’d love to hear from you! Even if you don’t meet every listed requirement, we encourage you to apply – we may have other suitable roles for you. Apply online, email [email protected] or call Wendy on 028 2563 1555 to find out more.
Riada Resourcing is an equal opportunities employer.