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Customer Catchment Supervisor

Sapphire Utility Solutions are looking for a Customer Catchment Supervisor to work on their Severn Trent Water contract out of one the sites in the Gloucestershire Region

The role will be to :

  • Coach & mentor Crews in all aspects of site work, feedback and quality of I&R, customer service and experience, STW processes
  • Supervise all activities undertaken by DLO & Subcontract crews.
  • Ownership of Customer issues through to resolution.
  • Resolve and close out all ODI related incidents with the client lead as per the client’s assurance process (Internal Floodings, External Floodings, Pollutions, Blockages, Repeat Incidents, Nothing Found Incidents)
  • Review uploaded footage and feedback as required following pollutions and flooding’s to ensure crews have completed I&R and raised the correct FOW to ensure we have no repeat incidents. Verify I&R has been carried out to the scope of works for all confirmed Pollutions, Internals and as required for Externals and blockages. When I&R has not been completed or the footage is not available you will need to raise orders for a crew to return and complete.
  • Liaise and escalate directly with the Supply Chain and client at all levels, as required.
  • Ensure status of all I&R jobs is accurately updated, ensuring “needs review” is cleared daily.
  • Attend any job where operational support is needed to resolve and manage the incident and customer (including op10, op20s+ and FOW)
  • Ensure Customer Area Manager’s and other Customer Service Supervisors are aware of any major issues by most suitable method.
  • Ensure delivery of follow on work and I&R – Review and agreed resource plan with NCLS
  • Promote a positive culture demonstrated through Hazard reporting via Modular+ (N+AIL)
  • Provide effective updates and handovers where needed
  • Ensure the private process is followed
  • Ensure resolution through ownership and management of delivery of instances of work.
  • Ensure crews are using identified systems for feedback and reporting
  • Adherence with Accident Incident Reporting Procedure (reporting within an hour of an incident, followed up by an initial investigation within 24 hours)
  • Work collaboratively with Scheduling, Customer and Subcontractor representatives to build and deliver effective work programmes to achieve SLA.
  • Delivering Our Purpose, Our Values, Our 7 in AMP7 Outcomes
  • Attend Comm cell and loop cells as instruction by the Customer Area Manager
  • Attend crew stand downs
  • Share toolbox talks and safety alerts.
  • Complete Site Audits to meet contractual KPI requirements – 2 site audits per week.


  • Each crew to be audited at least once per month, minimum of 8 in audits in a month
  • Carry out joint audits with Supply Chain Manager, client and HSEQ – one of any per month
  • When on standby, provide a handover to the team

We are looking for a candidate who enjoys a busy role within Civils and Site Operations. A candidate who is able to build a good working relationship with internal staff as well as working well with our client. You must be organised efficient have excellent keyboard skills and be used to producing reports.

The hours of work are 40 hours a week and flexibility is required. Overtime will be payable.

Company vehicle provided

24 days holiday plus bank holidays

Pension scheme and death in service benefit


Job Type: Full-time


  • 8 hour shift

Ability to commute/relocate:

  • Gloucester, GL2 9QY: reliably commute or plan to relocate before starting work (required)

Job details

Location: Gloucester
Working Hours: 40 hours per week
Job Type: Full-time

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