Opportunities are available for Contact Centre Dispatchers based at Cardiff. This is a 3 cycle shift role which includes a combination of days, evenings, weekends and bank holidays.
The successful candidate will be accountable to the Dispatch Team Leaders and Team Manager for managing live faults and dispatching engineers, ensuring incidents are compliant at all times and that customer expectations are met; receiving and handling telephone enquiries from customers and the emergency services, and liaising with the Contact Centre, Control and Operational teams.
Main Responsibilities
The main duties will involve enquiries relating to:
* Creating, dispatching and updating incidents in agreed timeframes
* Regularly updating incidents and providing customer updates
* Responding to alarms
* Escalating emergency or dangerous situations
* Ensuring Priority Services customers are identified on incidents and liaising with contact centre and network services teams where required.
* Taking customer no supply / fault calls
* Assisting Operations teams with general enquiries
* Receiving and resolving telephone enquiries from the emergency services
* Accurate fault reporting ensuring IIS compliance
Ideal Candidate
* You will have an excellent telephone manner, good keyboard skills and the ability to communicate effectively
* Accuracy is a key skill as the information on an incident immediately updates customers via proactive messaging, IVR messaging and the NGED website.
* You must be reliable and able to work as part of a small team when on shift and be able to work using your own initiative
* You will need to be flexible and willing to ramp up where required to assist the team during weather events or system emergencies, for example
* Experience of NGED Dispatching systems, incident management, IIS requirements and customer call taking would be advantageous
Please note the successful candidate may initially be appointed at a lower salary until all relevant courses and training are complete.
National Grid Electricity Distribution is committed to safeguarding the interests of the Company, colleagues and customers. This role is subject to a satisfactory Barring Service (DBS) check; depending on the role, different levels of screening and vetting are required. Some roles require a triannual check.
About Us
We’re National Grid Electricity Distribution (NGED), the owner and operator behind the electricity distribution systems for the Midlands, the Southwest of England and South Wales. Serving communities of more than 8 million people, our expert teams deliver heat, light and power for homes and businesses.
National Grid employs over 29,000 people worldwide. We are building an inclusive workplace, a place to actively celebrate the cultures, personalities and preferences of our colleagues – who in turn help to build the success of our business and reflect the diversity of the communities we serve. Our vision is to be at the heart of a clean, fair and affordable energy future, and we are doing this in a fast-moving industry with an increasing focus on tackling climate change, exploring new energy sources that are renewable, low carbon, and improving efficiency to meet demand.
#J-18808-Ljbffr