Contact Centre Dispatcher

Job Introduction An opportunity is available for Contact Centre Dispatcher based at Castle Donington This is a 3 cycle shift role which includes a combination of days, evenings, nights, weekends and Bank Holidays. The role will be office based and offered on a 12 month fixed term contract, subject to review. 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, the emergency services and liaising with the Contact Centre, Control and Operational teams. We reserve the right to close the vacancy early should sufficient numbers of suitable applications be received. We recommend that you submit your application as soon as possible

Main Responsibilities The Main Duties Will Involve Enquiries Relating To

• Creating and dispatching 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 liaise with contact centre and field operations teams where required.
• Taking customer no supply / fault calls
• Assisting Operational teams with general enquiries
• Receive and resolve telephone enquiries from the emergency services
• Accurate fault reporting ensuring IIS compliance

Ideal Candidate Working in a call centre dispatch environment would be highly beneficial You will have an excellent telephone manner, good keyboard skills and the ability to communicate effectively. Accuracy is a key skill as Incidents are reportable to OFGEM & the information collected by dispatch immediately updates customers via proactive messaging You must be reliable and be able to work as part of a small team when on shift and you must be able to work using your own initiative. You will need to be flexible and willing to undertake overtime hours where required to assist the team during weather events or system emergencies. You must be able to demonstrate strong problem-solving ability Knowledge of incident management or emergency response procedures is highly desirable

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 improve efficiency to meet demand.