Leading U.S. energy holding firm operating utilities and renewable power assets across 24 states.
Responsible for network incident creation, resource allocation and reporting processes in real‑time across the franchise area. Operates the outage management system (PowerOn) and updates associated systems. Maintains customer and regulatory information, supports vulnerable customers and handles overnight phone calls. Promotes use of PowerOn Mobile and ensures accurate incident data.
Key duties include processing PowerOn incidents, prioritising and dispatching staff and contracts to achieve supply restoration, monitoring critical information and coordinating with the incident management team, allocating jobs to optimise field resources and escalating surpluses or deficiencies. Allocation through PowerOn Mobile is maximised, and liaison with field staff ensures incident and fault progress complies with GS and OS standards.
Work collaboratively with other Incident Controllers to share workload, keep all systems updated, produce mandatory DTI Reg 31 reports, and record vulnerable customer actions. Assist field staff with central system information, use UMV, VPB and Geoview, and liaise with operational staff for ad‑hoc updates. Support customer service initiatives, train new staff, monitor outstanding work and forward tasks to other departments such as shrouding requests or hazard reports.
Promote continuous improvement by developing new processes, procedures, initiatives and technology, including NRSWA requirements, and provide professional telephone support with correct safety advice.
What you’ll bring: awareness of energy network objectives, electricity distribution and fault restoration, health and safety considerations, and internal and external customer expectations. Working knowledge of PowerOn (or equivalent), fault reporting, Microsoft Office, UMV and PowerOn Mobile. Strong customer service, communication, influencing and telephone skills, knowledge of shift work, Reg 31 reporting criteria and network management systems. Positive team member with at least basic experience as an Incident Controller.
Incident Controller Location: Prenton Salary from £32,240 + Shift Allowance + Over Time. This is a shift role comprising mornings, afternoons and nights on a rolling shift rota – details to be discussed at interview. Closing date 30/01/2026.
Benefits: competitive salary reviewed annually, double‑matched pension up to 10%, 36 days annual leave, holiday purchase, share schemes, payroll giving, technology vouchers, electric vehicle and cycle‑to‑work schemes, season ticket loans, comprehensive healthcare options, life assurance (4× salary), financial wellbeing support, and various discounts on shopping, leisure, gym and travel insurance.