POSITION DESCRIPTION TRADE WASTE & BACKFLOW ADVISOR

Transcription

1 Team Customer, Community Relations & Operations Classification Western Water Enterprise Agreement Band 5 Position Objective Key Responsibilities Administer Trade Waste, Backflow and Fire Services within Western Water s region, meeting the current and future needs of our residential, commercial and industrial customers at an acceptable cost and in a safe and sustainable manner. Ensure an efficient a customer-focused regime and processes including consistent and transparent contracts, compliance and billing processes and inspections. Trade Waste - Provide advice and the identification of new Trade Waste customers, including regular review and update of customer information - Administration of Trade Waste applications, including the appropriateness of proposed treatment, cleaner production techniques and oversight of trade waste customer billing. - Issue of Trade Waste Agreements and Consents - Stakeholder engagement with Trade Waste customers. - Onsite investigation of Trade Waste premises (including sampling) for the purpose of checking compliance or assessing applications. - Monitoring and escalation of Trade Waste exceedances, including illegal discharges. - Identify and escalate various sewer reticulation and recycled water plant issues related to trade waste discharges. - Participation at relevant industry and regulator forums. - Identify new/ existing properties for trade waste & back flow requirements. - Preparation for and participation in internal and external audits as required - Meet onsite and Inspect properties including new/ change of ownership applications and currency of Consents & Agreements - Update all customer and relevant business contact details, in customer records. - Check trade waste pump out dockets and compliance requirements and document all backflow devices Ref: Trade Waste and Backflow Advisor Page 1 of 6 Uncontrolled when Printed

2 - Investigation of properties that require backflow with & without trade waste - Investigate trade waste customers if operations team indicate issues such as blockages from grease/fat blockages, odour, oil/petrol, colour, etc. has occurred. - Meet with customers onsite regarding matters including high usage, need for trade waste & backflow and billing matters. Backflow Prevention - Implement Backflow Prevention in line with Policy, Guidelines & processes including backflow relating to trade waste management - Work with the Property Services team to maintain a backflow strategy to address backlog issues relating to backflow prevention. - Inspect premises and determine an appropriate outcome to eliminate any identified backflow risks. - Investigating Western Waters own backflow compliance and ensuring all medium and high risk devices are annually tested. - As a member of a multidisciplinary team, this role is responsible for the inspection and administration of customer agreements/contracts including the maintenance of accurate customer data, efficient billing and contract management. Key Relationships Reports to: Recycled Water and Trade Waste Coordinator Supervises: Not applicable Internal: Commercial and Stakeholder Services Supply Manager General Manager Customer & Community Relations Property Services Team Field Services Team Senior Environmental Engineer Treatment Plants Renewable Resource Team Ref: Trade Waste and Backflow Advisor Page 2 of 6 Uncontrolled when Printed

3 Contact Centre Team All Western Water staff External: Customers and Community Independent Laboratory Service Provider Government agencies including EPA, VBA, ESC etc Accountability and Extent of Authority Judgement and Decision Making Specialist Knowledge and Skills Work independently but subject to Western Water policies and procedures. Under the direction of the Coordinator, identify Trade Waste and Backflow process gaps and implement prioritised projects from introduction to ongoing management. Conduct an annual investigations and compliance schedules for existing Trade Waste and Backflow customers, ensuring accurate data capture and sharing internally as appropriate. Identify new customers, negotiate contractual arrangements prioritising with consideration to compliance and environmental risks. Ensure Western Water s Trade Waste and Backflow customer information is current, suitable and accessible, including awareness and transparency of customer information. Operate within clear objectives with consultation and direction as set by coordinator. Problem Solving requiring an understanding of trade waste issues, customer history, treatment plant operations, sewer conditions and recycled water quality requirements. Understanding of Western Water policies, guidelines and regulations set out in the Australian Standards. Modify and adapt options for solutions to issues and problems, always focusing on regulatory compliance and customer service. Use technical knowledge and available expertise to search for resources, resolutions and provide for improved processes with supervision. Investigative and analytical skills to provide data when seeking advice or discussing complex problems as needed with coordinator to determine alternative options or direction. Knowledge of the fundamental principles of trade waste management, cleaner production, risk management, Australian standards application including demonstrated Ref: Trade Waste and Backflow Advisor Page 3 of 6 Uncontrolled when Printed

4 experience with and knowledge of computer based tools. An understanding of the current and proposed legislation and regulatory requirements relative to Trade Waste, Fire Services and Backflow Management. Competent self-management with capacity to manage multiple ongoing tasks as directed by coordinator and clearly understand how outcomes interact with the wider organisational objectives and strategy and support these. Management Skills Interpersonal Skills Qualifications and Experience Core Competencies Manage competing and sometimes conflicting priorities whist supporting multiple tasks on time and within budget, achieving organisational goals and objectives. Ability to set priorities in planning and organising own work within prescribed timeframes Ability to contribute to meeting Western Water s business targets by achievement of various measures and initiatives annually Excellent interpersonal communication skills to allow working in a team, including proven customer service skills Utilise networks and counterparts externally to resolve issues that require specialist information. Sound communication and liaison skills to facilitate stakeholder consultation and engagement. Prepare effective correspondence and reports for management, for statistical, informative and decision making purposes. Develop networks and maintain relationship with key contacts (eg EPA, VBA, Councils, govt agencies etc). Sound and proven engagement and interpersonal skills for positive community consultation and stakeholder interaction. Demonstrated ability to work proactively and autonomously whilst working within a team environment. Demonstrated strong customer service focus. Demonstrated knowledge of trade waste and backflow related activities and processes. Conceptual and Cross Functional Thinking be able to utilise background experience, and knowledge of the organisation to develop practical workplace solutions or improvements to work practices, systems, processes and procedures. Integrating and Linking Information be able to integrate and Ref: Trade Waste and Backflow Advisor Page 4 of 6 Uncontrolled when Printed

5 link data into coherent information, identifying relationships between pieces of information, and developing logical and sound conclusions on which future actions can be based. Planning, Organising and Structuring be able to define priorities, creating precise plans and organising systematic execution of multiple tasks. Solving Problems and Decision Making be able to make timely decisions based on available information and initiating appropriate responses and actions; dealing with unexpected situations, acting on one s own initiative and implementing solutions. Relating and Negotiating with others be able to build up successful work relationships and networks of people both within and outside the organisation; working with others to achieve mutually beneficial outcomes. Advising on Expertise be able to give succinct advice to others and developing a relationship of mutual trust with them on the basis of credibility and expertise. Demonstrating knowledge and competence. Customer Focus and Orientation be able to guide and advise internal and external customers by focusing on their needs, understanding required outcomes and developing appropriate responses or services. Being Reliable be willing and committed to contribute high quality input and output in order to achieve business-related objectives. To take personal responsibility for accepting accountability, and maintaining quality standards. Performance Criteria Additional Performance plan criteria to be agreed consistent with Western Water s Customer Charter, Balanced Scorecard and Statement of Obligations under the proposed New Regulatory Framework and Essential Services Commission obligations. Ensure that your work meets all OH&S, Environmental and Quality requirements. In doing so you will give due attention to minimizing risk to the health and safety of others in the workplace and the general public. Although the employee has been appointed to perform the duties described in this document, other duties may be required to be undertaken that are within the range of skills, competence and training of the employee. Ref: Trade Waste and Backflow Advisor Page 5 of 6 Uncontrolled when Printed

6 Position Title Team Trade Waste & Backflow Advisor Customer, Community Relations & Operations Classification Western Water Enterprise Agreement Band 5 Update and evaluation of Position Description Signed... / / 20 General Manager Customer, Community Relations & Operations Signed... / / 20 General Manager People, Culture & Technology Signed... / / 20 Employee Ref: Trade Waste and Backflow Advisor Page 6 of 6 Uncontrolled when Printed