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Customer Catchment Supervisor

Sapphire Utility Solutions are looking for a Customer Catchment Supervisor for their contract with Severn Trent Water.

The Role:

  • 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 Flooding’s, External Flooding’s, 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

Hour of work 45 per week

This is a full time role and you will be required to travel therefore a Company Car and Fuel card will be an added benefit in the role.

Job Type: Full-time

Salary: £27,000.00 per year


  • 10 hour shift

Job details

Location: Stafford
Working Hours: 45 hours per week
Job Type: Full-time
Salary: £27,000 per year

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