Job Purpose. Position Context POSITION DESCRIPTION. Asset Creation. Performance & Metering. Date created/revised 6 July 2017

Transcription

1 POSITION DESCRIPTION Position Title Group Branch Reports to (Title) Metering Officer Asset Creation Performance & Metering Metering Control Team Leader Date created/revised 6 July 2017 Position Type Full time Evaluation No & Date (P&C use only) Job Purpose The Meter Officer is a key member of the Metering team responsible for the timely and accurate processing of a variety of operational tasks that contribute significantly to billing accuracy and the subsequent delivery of the best customer experience. A key purpose of the role is to ensure the accuracy and reliability of metering information as it transacts with the customers account and responding professionally to customer enquiries through a range of communication channels. The ultimate goal is to manage our assets to meet customer needs, optimise long term value and protect the environment, our community and our people while delivering the best customer experience, efficiently. Position Context Scope of job The role reports directly to the Metering Control Team Leader or the Metering Contracts Manager, within the Metering Team. The Metering team is a critical group within the Performance & Metering Group. The Performance and Metering Group, are responsible for managing the following: Management and assessments of online applications via ARCUS. Management of development consultants and contractors to accreditation deeds Managing performance regimes Page 1 of 9

2 Publication of developer accreditation Lists (approximately 90 companies) Performance management - KPI S for Development and Pipes & Structures team QMS office audits of developer consultants and contractors Peak body liaison CCF, ALDE and other water authorities Financial management of Asset Creation Management of the Metering team, which includes functions associated with: o Meter reading o Meter exchanges o Meter installations o Customer enquiries for the above o Contract management and procurement The Metering team, within the Performance & Metering Group, provides assistance to the Contact Centre, Credit Management, Faults & Emergencies, Property Development, Land Development and other areas of the business to ensure accurate and timely data is supplied to the Metering team guaranteeing accurate and timely accounts are issued to our customers. Staff are required to liaise with our meter servicing contractor, Service Stream, IOTA and with external plumbers to ensure the information supplied to the Metering team that relate to meter readings, meter installations and meter reading exception reporting is accurate and of a high standard. There is a strong focus on customer service and upholding the regulations that govern the integrity of South East Water. These include, but are not limited to, The Water Act, the Water Metering and Servicing Guidelines and the Water SEW Price Determination. The Metering team is accountable for the integrity of customer accounts for the purpose of correct billing via a meter installation, meter readings and processing of exceptions and meter exchanges. The Metering Officer plays an integral role in the success of the Performance & Metering Group and in the achievement of customer experience key performance targets. In summary, the Metering Officer will perform a variety of key processes and duties that may include: billing and metering (clerical and accounting) duties, including some from time to time requiring analysis and use of judgment. responding to customer correspondence, customer telephone enquiry referrals, s and internet queries regarding meter reading and meter maintenance activities liaises with staff of the contracted metering service provider in connection with meter readings, meter rechecks, final readings, meter exchanges and other contracted services. investigate complaints and problems and performs other related duties as required The Metering Officer will provide a high level of customer service in a consistent, efficient and professional manner, displaying commitment and ownership of customer issues. This also includes the achievement of service standards and Corporate KPIs. Page 2 of 9

3 Overall impact This position impacts on the accuracy of billing information and communicating with customers to understand and respond to their needs and expectations. The role is critical to our professional image and the customers perception of the brand and reputation of South East Water as a water retailer. The job holder has a primary responsibility to provide exceptional customer service at all times along with the ability to balance the needs of the team. Further, the role has a significant impact to the revenue of the business by ensuring all daily billing tasks, such as the meter reading exceptions are completed accurately and efficiently in time for billing. Special features or challenges The special features or challenges of this role include: the role is the front line of customer service and therefore reflects the values of South East Water exceptional customer service must be delivered to customers at all times irrespective of the issues or demeanour of customers empathy and respect must be demonstrated at all times the Metering Officer needs to demonstrate excellent organisational and time management skills a challenge for this role includes maintaining resilience, poise and composure when facing difficult customer situations, and offering solutions to customer matters. essential and imperative that the daily targets are achieved to ensure that financial targets are achieved through daily billing. Dimensions - Number of people managed: N/A Page 3 of 9

4 - Organisation Chart Metering Manager Metering Control Team Leader Metering Officer (6) - Level of Authority authority to approve expenditure as detailed in the Schedule of Delegated Authorities determine estimated consumption to be charged determine action on key account customer s meters determine follow up action on missing meters recommend payment of contractor s invoices recommend payment for meter reading reward scheme recommend process improvements Decisions made by job holder: resolve customer enquiries via telephone, or correspondence in an efficient manner and in line with the organisations policies and procedures. performing a work back on an estimated meter reading. performing a recheck when a meter reading is questionable or has been estimated. determine if letters need to be issued to customers to notify them of an increase to their normal usage patterns. prioritising work on a daily basis to ensure meter installations are processed in line with the billing schedule. Decisions referred to manager: Team Leader resource and coach on service process issues Escalation of process and customer service issues Problems or difficulties with work issues Typical problems solved by job holder: Prioritising workloads to ensure all daily deadlines are met. Explaining to customers verbally and in the written word how the organisations billing system is structured. Page 4 of 9

5 Adjustments on estimated usage accounts. Deciphering information received on the meter installation sheets to ensure the accuracy of the meter fleet. Sources of guidance provided by the organisation: Team Leader and Metering Manager Water Act Customer Charter Metering Servicing Guidelines Key Contacts Key contacts within organisation Team Leader Fellow team members Iota Network Services Asset Creation Purpose of contact Resource and coach on process issues. Escalation of customer issues. End to end process issues: customer enquiries or problems. To ensure common targets and goals are met on a daily basis. Priority Plumbing (tappings and other plumbing work) & footprint matters Meter exchanges and other plumbing activities. Operational matters (tappings, other metering) Key external contacts South East Water s contractors (Service Stream) Purpose of contact To resolve any concern or queries with the meter reading, meter exchanges and installations. Key Accountabilities Metering operational functions Processes new meter installations, meter reading exceptions, maintains records of customer accounts and metering data for ready access, investigates and resolves routine customer bill/meter complaints, makes adjustments to customer accounts, prints duplicate bills, all according to standard procedures and quality system guidelines. Review Customer Consumption Data Reviews customer consumption data to determine proper amount for bills, which may require estimation or follow up action due to rejection by billing system or meter reading system audit failure. Customer Correspondence Answers customer correspondence in connection with meters, bills or accounting procedures, all according to standard procedures and quality system guidelines however, occasionally requiring use of individual judgment. Page 5 of 9

6 Telephone Contacts Responds to telephone contact with customers to obtain or give information of an essentially straightforward nature however, requiring a more thorough knowledge of procedures where the consequence of error is more significant. Special Letters Compiles special letters which are usually only variations of standard letters and which involve familiar information. Communicate with Contractors (Service Stream) Communicates with staff of the contracted metering supplier in connection with meter readings and follow up actions, meter exchanges and other contracted services for processing of accounts and metering data. Arrange Appointments Arranges appointments with customers to access meters for reading or exchange and schedules work with contracted service provider. Potential of Revenue Loss Responds to potential revenue loss from meters continually estimated, having nil consumption, are unmetered or tampered, etc. all according to standard procedures and quality system guidelines. Other Related Duties Performs other related duties, including maintain statistics, for audit processes, general filing, providing advice and assistance to other areas within the Asset Creation Group. Knowledge, Skills, Attributes & Experience Highest level of skills required to perform at a competent level A sound system knowledge relating to metering and billing HiAffinity and Pulse and other metering related systems A good understanding of the way meters function Very good knowledge and capacity of understanding for numeracy in regards to statistics, financial reporting, account adjustments and meter flow rates Excellent customer service skills for written and verbal communication for letter writing, telephone enquiries, building relationships with suppliers and key stakeholder management A sound knowledge of standards, procedures and legislation applicable to the metering processes and good problem solving skills Experience and Knowledge Demonstrated ability to produce clear and correct written business correspondence and to communicate clearly with customers concerning water, sewer and metering billing problems. Page 6 of 9

7 Demonstrated experience and knowledge of forms, documents, and procedures employed to process billing and metering adjustments and to then have the ability to make sound decisions in a manner consistent with the essential job functions. Demonstrated experience and knowledge of bill calculation procedure and the ability to perform accurate and timely arithmetical calculations and to analyse consumption patterns. Demonstrated analytical, judgement and resolution skills and have an investigative aptitude to follow a problem from its inception to solution. Demonstrated the ability to communicate with others, orally and in writing, and to assimilate and understand information, in a manner consistent with the essential job functions. Familiarity with computers, and ability to utilise computerised databases for data entry, analysis, and retrieval. Demonstrated ability to prioritise workloads to meet deadlines and to follow up on metering matters. Competencies and Attributes Customer Focus deliver the best customer experience efficiently and maintain effective relationships, through accuracy of data and managing and meeting customer s expectations and therefore minimising complaints Organising use resources effectively and manages self to handle high volume workloads and to work without constant supervision Drive for Results - be able to work to meet tight deadlines such as daily billing exceptions Interpersonal savvy and peer relationships build rapport, being flexible and work as part of a team to achieve common objectives Functional/Technical Skills and learning has the skills to perform at a high level and can learn these skills quickly Leadership Competency Pipeline 31 competencies have been identified that relate to success at South East Water. These competencies may be behavioural, technical, an attribute or an attitude. The Leadership Competency Pipeline outlines the core suite of skills that are required by individuals to be successful in the roles starting at an Individual Contributor through to the Executive Team. This position resides within the Individual Contributor. Page 7 of 9

8 Executive Team / MD Business Acumen Dealing with Ambiguity Innovation Management Learning on the Fly Managerial Courage Perspective Branch & Group Manager's Building Effective Teams Developing Direct Reports and Others Listening Managing Vision and Purpose Problem Solving Strategic Agility Building Effective Teams Developing Direct Reports and Others Listening Managing Vision and Purpose Problem Solving Command Skills Planning Manager's & Team Leader's Confronting Direct Reports Decision Quality Managing & Measuring Work Personal Learning Priority Setting Process Management Confronting Direct Reports Decision Quality Managing & Measuring Work Personal Learning Priority Setting Listening Individual Contributors Customer Focus Drive for Results Interpersonal Savvy Organising Sizing Up People Motivating Others Customer Focus Drive for Results Interpersonal Savvy Organising Sizing up People Functional / Technical Skills Informing Perseverance Peer Relationships Technical Learning Page 8 of 9

9 South East Water Criteria Vision South East Water s vision Healthy Water for Life defines our business objectives. Things We Value The Things We Value guide our behaviour at South East Water and we are committed to the following four values: Clarity We know what we re doing and we understand why. Unity Underpins our success by working together. Agility We are fast, flexible and courageous. Delivery We strive for outcomes and celebrate achievement. Environment and Quality Systems Understand, implement, comply with and participate in as appropriate the quality and environment policies, objectives and systems. Occupational Health and Safety Management to accept responsibility for: Compliance with all relevant legislation and standards Providing and maintaining a working environment that is healthy and safe Encouraging staff to participate in the development of safe work practices Reporting of all hazards, incidents and implementing appropriate control measures Supporting our business stakeholders to ensure they pursue quality, OH&S and environment performance Employees to accept responsibility for: Working to approved procedures and encouraging others to do the same Supporting and participating in improvements to work processes to minimise risks Reporting hazards and discussing with management suitable control measures Page 9 of 9