Emma Wenham

Experience

• 

  South East Water UK

  Jun 2009 - now

  My role as Highways Manager mainly involves the day to day management of the Highways team within South East Water. The department consists of three members of staff and is responsible for ensuring that the road works and street works carried out by South East Water and its contractors are compliant with Highway legislation and adhere to the New Roads and Street Works Act 1991 and Traffic Management Act 2004. Within South East Water's region there are eleven Highway Authorities. Each of these authorities set a different standard with set conditions that our biggest contractor, Clancy Docwra have to adhere to in order to avoid Highway fines and possible prosecution for non-compliance.The role requires the ability to build personal relationships with each authority as well as with each of South East Water's contractors and internal departments to assist with all highway coordination. The quality and compliance of all notices and permits is monitored by the Highways team whilst dealing with system and legislative queries from the Engineering, Metering and Repair and Maintenance departments. I am also responsible for ensuring that all of the South East Water and contracting teams are up to date with the latest legislation which is changing continuously. This is executed with thorough training and continued support and advice. Another essential aspect of the role is the management of the invoicing and administration for all the road works and street works carried out by the company. As well as managing any system updates, all company highway budgets and negotiating every non-compliance fine that is levied towards South East Water with external companies. Show less As Highways Coordinator my role was to monitor the quality and compliance of all notices and permits sent to each Highway Authority within South East Water's region by each of its contracting planners and schedulers. I would deal with the day to day highway queries from departments internally and externally, along with attending occasional Highways Coordination and Committee meetings and internal contractor progress meetings on behalf of the Highways Coordination Manager.The role required an understanding of the New Roads and Street Works Act 1991 and the Traffic Management Act 2004 as well as many other highway legislative schemes and regulations.I would also assist in designing and delivering training within each department, followed by continued system support and coordination assistance. Show less The Commit and Deliver training team were responsible for designing and delivering training courses for all new induction staff at South East Water as well as delivering development training for internal staff.The departments covered within this training would range from Customer Services, Billing and Debt Collection to South East Water technicians and perfecting performance management courses.This role required the ability to design and create training courses on demand, ranging from a few hours to three weeks. The training sessions/courses inspired delegates to commit to delivering the highest standard of customer service as well as encourage managers to motivate their own teams to improve and progress within the company. Show less Responding to day to day phone calls and email queries from South East Water customers requesting billing advice. Working within the Billing department which consisted of a large team of advisors required team building and thorough communication.In addition to the advisory role, I was responsible for scheduling the work load for nine meter readers. They would collect their work from me on a daily basis then upload their meter readings to a system that was monitored constantly within the team. It was of great importance that each of these readings were processed onto the billing system and customers were contacted that had a reading showing a discrepancy on their account.This role required good communication skills, a full understanding of two billing systems and a dedication to time management, quality control and detail - all combined with constant external and internal customer service. Show less

  • Highways Manager

    Apr 2014 - now

  • Highways Coordinator

    Feb 2013 - Apr 2014

  • Commit and Deliver Trainer

    Nov 2011 - Feb 2013

  • Billing Advisor

    Jun 2009 - Nov 2011