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Engineering Assistant

Posted: 16 Nov 2020 Closes: 16 Dec 2020
Warrington, UK Competitive
Permanent & Full-time COS_5149

About Costain and your project.

An opportunity has arisen for an Engineer Assistant. You will be a Engineer Assistant , possess excellent communication and collaboration skills, and will be adept at embracing diversity to create highly effective one-team environments working with key partners and stakeholders. The role is predominantly based at the United Utilities Head Office in Lingley Mere, Warrington - with travel to operational sites across the region on a periodic basis.

The MSP Service Desk handle a high volume of telephone contact including, emergency work orders and planned maintenance work orders from United Utilities and other correspondence from a diverse range of internal and external stakeholders. The environment is fast paced, target focused and committed to regulatory, and health and safety requirements. The role demands strong individuals to manage work orders and work within set Key Performance Targets (KPI's) and Service Level Agreements (SLA's) to deliver outstanding customer service to our client United Utilities, via phone calls from the client's site managers and engineers, or direct transfers from United Utilities scheduling system.

The team triage and scope work orders to decide on best path to resolution, and ensuring the maintenance requirements as notified by UU, are accurately recorded, prioritised, and scheduled and monitored until completion within the best possible return to service times to deliver key business results in line with Costain and MSP key values and service level agreements (SLA's).

United Utilities is a key customer with the Costain Water sector customer with a new Managed Service Provider (MSP) framework contract secured and mobilised by Costain in mid 2019 for an initial period of five years with an option to extend to ten years. Under the contract Costain will provide overall management and delivery of United Utilities' larger-scale water and waste water asset maintenance activities across the entirety of its network, including 96 water treatment and 575 wastewater treatment sites, which serves over six million people in the North West of England.

This contract marks the first time United Utilities has outsourced its maintenance activity as it seeks to drive material efficiency and operational improvements in line with customer expectations and regulatory requirements. Over the duration of the framework the strategic objective is for Costain to leverage the broad suite of Leading Edge capabilities to help United Utilities move from a reactive 'fix-on-fail' approach to a proactive maintenance programme thereby improving the resilience of its assets and environmental outcomes whilst ensuring continuity of supply and consequently lowering costs for its customers.

The MSP contract involves the management and provision of 24x7 maintenance support across UU and thus is an extremely high profile service operating at the heart of the client's business.

What will I be doing?

Key responsibilities:

The key responsibilities of the role are outlined below, however this is an overview of the role and is not exhaustive. Costain reserve the right to assign other duties commensurate with the role as required.

This customer delivery role will require a friendly and helpful demeanour to develop key relationships with UU personnel and our supply chain and is essential to expedite work. Focus will be to deliver profitability, quality administration and first-time resolution of any queries. Therefore, communication is key for engagement through various methods, face to face, phone and email, and the ability to discourse through email professionally is key to customer excellence.

The role demands a strong individual to demonstrate time management skills and prioritisation in high volume, demand lead work and be able to work as part of a team to promote improvement processes and practices in a constructive positive manner and promote team spirit.

Engagement in building knowledge of engineering requirements, with support and training from internal engineers to ensure effective return to service times is a key part within the role and development.

Communication and Collaboration
  • Communicate with clarity, conviction, and enthusiasm, supporting principles of fairness for opportunity for all.
  • Help to promote and enhance key relationships with UU personnel.
  • Work closely with the team/engineers to ensure an efficient flow of information.
  • Positive contribution to team meetings, team values and mission statement whilst promoting contentious improvement and sharing best practices.
  • Work alongside the MSP Service Desk Manager to maintain and drive better relationships with stakeholders in the field/regions, and wider organisation to drive core activities, gaining feedback for continuous improvements.
Performance
  • Drive and take ownership to deliver own objectives and performance to deliver to set Key Performance Targets (KPI's) return to service times and first-time resolution.
  • Manage conflicting priorities, identify, and overcome barriers for performance and make sound decision to be able to deliver service.
  • Effective delivery of scheduled work with engagement with UU personnel and supply chain, to ensure effective and timely delivery of service, and monitor to achieve excellent return to service times.
  • Effective management and selection of suitable supply chain partner to ensure effectiveness and cost efficiencies for each UU request.
  • Basic triage of work orders to ensure activities are expedited by effectively and via appropriate department.
  • Obtaining and recording accurate works information from key UU personnel, and providing updates were required.
  • Analysing work requirements and contact relevant disciplines to gain best approach, working with Team Leader and Technical Assurance leads were appropriate.
  • Review, collate and process Asset information
  • Programme works working alongside scheduling team to align relevant resources
Health, Safety and Wellbeing
  • Demonstrate a positive commitment to equalities and diversity.
  • Adherence to Health and Safety Procedures and awareness to wellbeing and client workspace guidelines were required.
  • Open to feedback culture, knowledge sharing, team working and positive contribution within meetings and training.
Quality
  • Assurance is measured therefore is to be delivered and met whilst driving timely performance with energy and taking responsibility and accountability for quality outcomes.
  • Provide the expected service levels and quality by adopting and driving a positive attitude to feedback and helpful behaviours.
  • Support Technical Assurance Leads on customer complaints and best possible resolution, to ensure that root cause analysis and a future proactive approach is taken whenever possible.
  • Ensure records are maintained effectively and professionally in the appropriate software system/database in accordance with the operating processes for the MSP Service Desk.
  • Ensure use of Costain corporate branding and standards of communication in all correspondence and Standard Work Instructions (SWI's)
Knowledge/Experience
  • Awareness of all MS Office applications
  • Engineering background within the Water & Wastewater industry (preferable)
  • Good interpersonal skills at all levels
  • This framework is unique and new to the industry. The successful candidate needs to embrace change as steps towards progress. Processes fluctuate to be able to enhance our ability to react and deliver, and whilst in its early stages there is a need to accept beneficial change
Opportunities

There are a range of opportunities for training and progression within the MSP Framework, as above, dependent on your interests.
About you

Qualifications and Experience:
  • Experience in customer service delivery, in high volume and fast paced environment.
  • Methodical and able to capture all necessary data and react quickly when required
  • Ability to manage conflicting priorities, understand and apply procedures, identify barriers to deliver on performance.
  • Exceptional problem-solving skills - use own initiative to make sound decisions.
  • Software Applications - Microsoft Dynamics, Excel, Call handling systems
  • Experience or background from the water and wastewater industry
  • Experience, in scheduling/ delivery work within field team operations
  • Engineering qualification or experience with the water and wastewater industry
  • Excellent Communication Skills to provide direction and support across own teams and resolve conflict arising from service delivery.
Final Statement

Why work for us?

Talent comes in many different guises. At Costain we recognise this and work with employees to take them where they want to go rather than where we think they should go. We are fully committed to creating a safe place to work, where everyone can be at their best, every day. A workplace where everyone can be their true self, feel valued and understood for who they are and what makes them unique.

As a mark of our progress we were named as a Times Top 50 Employer for Women in 2018 and again in 2019. In addition to this, we have won various awards, including IChemE Diversity and Inclusion, Women in Science and Engineering (WISE) Employer of the year and a Business in the Community (BITC) Game Changer award. Manchester and London Pride parades are now established dates in the Costain calendar, and we are proud to be a Stonewall diversity champion. We are a member of Working Families, an early signatory to the BITC Race Charter and a Disability Confident Committed employer.

Costain value that everyone is different and by being different, our people can bring their own valuable contribution to the business. Creating an inclusive culture makes us more able to recruit, retain and progress a diverse workforce, increasing employee engagement and experiencing higher levels of wellbeing.

Our employee benefits

We're dedicated to providing a broad range of rewards and benefits. As well as a competitive salary, our employees enjoy a comprehensive core benefits package which includes:

  • Group Pension Plan, to help you save for the future
  • Employee Assistance Programme, to help employees and their families balance the pressures of work and home life
  • Incentive payments to recognise high-performance
  • Life assurance, to help protect your loved ones financially
  • Funded membership to a professional Institute
  • Private healthcare and dental packages
  • Salary sacrifice cycle to work scheme
  • Volunteering days, so you can give back to your local community
  • Save as You Earn (SAYE) scheme, that lets you save towards buying shares in Costain

Costain, and the Armed Forces

We actively encourage applications from candidates who have a relationship with the armed forces community whether as a currently serving member or reservist, ex-military or wounded personnel or as a member of a service family.

Right to Work & Security Checks

Understandably given the nature of our business, everyone who is employed at Costain must undergo thorough referencing checks. We will need different information depending on the job we have offered you. For all roles, we'll carry out a criminal record check and we'll ask to see evidence that you have the legal right to work in the UK. You may be required to obtain and maintain security clearance of at least Security Check level (or SC clearance). To satisfy the requirements, you will need to have been a legal UK resident for a minimum of 5 years and have successfully complete all stages of the vetting process.

Closing date

Please note that Costain reserves the right to bring forward the closing date of any of its job vacancies if we receive a suitable number of quality applications from which to make a shortlist. Therefore, we recommend at you apply as soon as possible rather than wait until the published closing date.

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