Out of Hours Planning

2 months ago

Leicester, United Kingdom Centrica Full time

Job Overview
- **Be a part of something bigger and join us in powering a sustainable future.** British Gas delivers innovative energy and service solutions to help solve customers’ needs. As the UK’s leading energy supplier, we put customers and colleagues at the heart of everything we do.

**✌**
**We are proud to be recognised as a disability-confident employer.** Our customers come from all walks of life, and so do we. We hire great people just because it’s the right thing to do and makes our company stronger. We will continue championing inclusivity while investing in our local communities to create a better, more sustainable world for everyone.
**We are incredibly proud to have been recognised by The Times for being one of the Top 50 Employers for Women.**

**An opportunity to play your part. **At British Gas, our customers and our colleagues are our priority. Our mission is to provide energy services and solutions to our customers Sustainably. Affordably and Simply. It’s what we do best. We’re proud to live our values every single day. We **Care**. We **Deliver**. We’re **Agile**. We’re **Courageous**. We **Collaborate**.

Out of Hours Planning & Dispatch Agent:

- ** Weekend Working only: Thursday - Monday shifts ( Shifts will vary between 4pm and 7am) Including Bank Holidays as required.**:

- Helping to identify opportunities for optimisation, forecasting and Planning and dispatching processes whilst maintaining and operating the systems to enable effective delivery of great customer service

**Key Accountabilities**
- Work closely with Engineers and Field Managers to drive efficient working with use of specialised planning and dispatch systems
- Proactively identify any operational and regulatory risks, escalating as appropriate.
- Identifying appropriate resolution for complex issues and communications directly with your colleagues and customers where required
- Ability to follow clear instructions and guidelines to investigate, resolve and process a high volume of customer enquiries to deliver customer value at the first point of contact.
- Support the planning system to optimise the dispatch of visits amongst the engineers, taking into consideration their geographical location to ensure customers receive a timely and efficient service where manual support is required.
- Regularly review jobs booked, ensuring timely progress through various stages of jobs status and time bands ensuring the delivery of great customer experience
- Flexibility to support long term and short-term planning processes where required

**Key Stakeholders and** Working Relationships**
- Team Manager
- Local and National Peer Groups
- Customer Delivery Managers
- Area Customer Managers
- Head of Customer Delivery

**Work Experience & Functional/Technical Skills**
- Achievement of goals and objectives, including excellence in customer satisfaction in a regulated environment
- Aware of the commercial aims and objectives of British Gas and Centrica
- Knowledge and understanding of team key performance indicators
- Understanding of what delivers great customer service
- Understands good housekeeping for data protection and information security requirements
- Knowledge and understanding of good safety practice and duty of care requirements

**Education and Certifications**
- Good literacy and numerical ability

**Operational Excellence**
- Delivers in line with agreed objectives and targets
- Adheres to the company and function standards, policies and procedures
- Applies the Centrica values in day to day activities
- Consistently focuses on best practise sharing to support wider team working
- Is obsessed with great customer service; understands what excellent customer service looks, sounds and feels like and strives to provide the highest level of satisfaction

**Safety, Compliance & Conduct**
- Ensures that all work complies with current codes of practice, standards and legislation, particularly Health, Safety and Environmental, to ensure the wellbeing of colleagues, customers and their property
- Proactively identifies issues, listens to feedback, and engages with their line manager to ensure that we are continually working safely within our business and for our customers and visitors

**_ At Centrica we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. To build a more sustainable future, we need the best team - a team with a diverse mix of people and skills, where everyone feels welcome and able to succeed. We are dedicated in helping to close the diversity gap and would love to see more females, people of colour and LGBTQ+ employees, as well as those from a variety of cultures and ethnicity to veterans and the differently abled. Supporting diversity and inclusion is a big part of who we are, we are not looking for people to fit into our culture but to add to it_**

**PLEASE APPLY ONLINE** by hitting the '**Apply**' button.

Applications will ONLY be accept

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