Leah Edwards

In my time as a Compliance Coordinator, my main focus is to deliver reports to the DWI for the Dicsolouration Notice, ensuring we are covering all aspects of the notice, being concise and clear in the reporting whilst maintaining a professional manner. I have also been involved in the Air Valve Notice which is a new notice imposed on the company. These notices cover the entire of DCWW and not limited to any area. I work closely with the Operational and Compliance teams in order to ensure that we have full understanding of the notices, what the requirenments are, and that we report the truth back to the DWI to maintain a good relationship with them. In my time in this role, the DWI have confirmed that they are happy with the progress we are making and that they can see that we are trying our utmost best to improve our performance and reduce customer contacts. I have also been working very hard on the DOMS (Distribution, Operation & Maintenence Strategy) project to help co-ordinate mains flushing action plans with the operations teams inline with the DWI Discolouration Notice. This has progressed well over the last couple of years.

Another part of my role which I have thoroughly enjoyed learning the system, is raising PO's and confirming Invoices on SAP SRM. Although the system and process can be challenging, it has lead me to converse with different teams in different departments where I have built strong working relationships with. Raising PO's and confirming Invoices is a very important part of the role, it requires full attention to detail to ensure no mistakes are made. I find that I have learnt the system extremely quickly, with the assistance of the E-Learning.

I also look after the teams Improvement Initiatives, where currently we are working on 5 different projects in order to save DCWW an estimate of over £2million. These projects are all starting to take shape and lift off the ground which is incredible to see, especially since one of the suppliers we are due to work with are based in Japan! These projects have certainly opened my eyes to trying to find new ways of working and ways to cut costs as efficiently as we can.

As a Network Technician for North East Distribution, I currently am the Customer Acceptability Champion looking after water quality within our area and working to reduce customer contacts daily. I also work on Zonal Studies within North East to progress with maintaining our Network to avoid disruption to customers. My main focus is routine flushing programmes to ensure regular maintenance of our distribution mains in areas of concern. I challenge myself daily to reduce customer contacts by identifying areas with issues on that day, and pro actively sending messages out to customers to advise of potential issues, and the steps we take to rectify. I have spent some time working on Audit Compliance and Procedures in order to ensure we are performing well within our area and are identifying issues, concerns and changes that are required to be made. I have reviewed our planned maintenance works and have successfully updated our programmes in line with DCWW procedures. These are reviewed on a 6 monthly basis to recognise areas in which still require further attention.

I am also the Area Co-Ordinator for Third Party Damages to DCWW apparatus, whereby I review all of our ADR forms to ensure fully and correctly completed, scan on to our Shared Finance System in order for third parties to be recharged for any damages caused.

I work daily on Reactive and Planned works including ordering tankers, organising Mass Texts and IMM, working closely with the Network Analyst, Shared Services team and our Alliance contract to ensure we deliver the service customers expect. I also have had a brief introduction into Planning Applications and how we in Operations contribute towards the decision making.

Part of my daily duties are to monitor PRISM, Watercore and SAP, to make sure we identify all leaks, bursts, taste and odour, discolorations and interruptions to supplies and act quickly to rectify.

I completed the Network Technician Competency Programme in 2022 and based my assignment on a mains renewal scheme in my local village with previous history of repeat bursts causing interruptions to supply very often, i was able to demonstrate that there was an issue, and implemented a plan to rectify. This was put into practice and with the assistance of the Network Assets team, we successfully slip lined the main to reduce burst frequencies. I was presented with very positive feedback from the course leader and passed my Competency Programme.

I also participate in standby as Technical Support for the Bronze Manager and inspectors, where I look at any CML mitigation during unplanned events in order to reduce customer impact, order tankers, apply for noticing when tankers need to be deployed to an area where noticing is required on the highway.

I have been involved in many Silver and Gold Incidents, often supporting by updating Silver Logs, attending management calls to feedback, and use my technical support background in a very busy environment. I have received positive feedback from management following events.

During my time as a Network Inspector, I got to learn more about the water industry and gain experience on working on potable water.

I would deal with customers daily on a professional level, handling complaints and compliments, striving to provide a positive experience. I consistently met long term and short term targets receiving positive feedback from customers, colleague and line manager.

One attribute I believe has been extremely important to myself, colleagues and customers is that I am fully fluent in both Welsh and English, Welsh being my first language.

By being able to prioritise my work load, I could manage customers expectations and complete work in real time.

When the iPads were rolled out to the inspectors, I championed the programme to be able to assist to download software and show them how to use the apps required for the role. This became a success and Work Manager is now used daily by the inspectors.

My geographical knowledge of both North East and North West enhanced greatly, with most of my DCWW Network knowledge being for North East where I covered the Glascoed area primary, but would often travel down to the Bala and Flint areas to cover for any absences.

I am fully competent to operate valves and hydrants, and have isolated many mains during my time as an inspector for emergency and planned repairs, ensuring correct valves are operated by cross-referencing with our mapping system and highlighting any incorrections.

During my time as an inspector, I participated in the Standby Rota covering the Abergele, Rhyl and Prestatyn areas on a 1 in 4 week basis, 24/7.

I also worked on the Ice Pigging project in the Kinmel Bay & St Asaph areas, which was an extremely interesting process and learnt different ways of maintaining and cleansing our mains.

I would make sure to set time aside to complete all E-Learning modules and book myself onto any in-class based training sessions.

During some of my time, I have also mentored apprentices to develop their knowledge and experience to becoming an inspector themselves. This helped me as a person to show what I am capable of and grow my self confidence, knowing I was helping someone become what they want to be.

• Consistently met my short and long-term targets. Handled customer complaints with empathy and composure.

• Answered calls, responded to emails, and spoke with clients face-to-face.

• Processed a range of documentation and entered information into databases including Work Planning, SAP and Microsoft Software.

• Provided excellent customer service daily. Tracked ongoing jobs, kept customers updated and happy, escalated any issues.

• Good relationship with colleagues and contractors. Completed day to day admin duties including call backs to customers, TECO completed jobs for costing, in charge of out of date job report.

• Completed Inspectors jobs on SAP if they were having technology issues their end.

• Capture time sheets for inspectors (before SAP was introduced)

• Grew as a person, became more confident within myself.

• Built excellent rapport with customers.

• Maintained working area clean and tidy

• Transferred confidential client data from David Allsup Computer system to Swinton Insurance system due to company change over.

• Maintained GDPR procedure.

• Completed data transfer in advance of end date.

• Discarded customer personal details accordingly in keeping with GDPR.

• Kept good relationship with colleagues in both companies.

• Worked to target daily.