Temporary Contact Centre Dispatcher

7 months ago

Castle Donington, United Kingdom National Grid Electricity Distribution Full time

Job Introduction

If you are offered a position, you will be required to successfully complete a basic DBS check that shows any unspent convictions or conditional cautions.

Main Responsibilities
The main duties will involve enquiries relating to:

- Monitoring incoming calls and creating & dispatching incidents in an efficient and timely manner
- Creating a positive customer experience by pro-actively updating incidents in a way that exceeds the expectations of our customers
- Responding to and acting on system alarms
- Identifying and escalating emergency or dangerous situations to the Control Centre and Field Ops teams.
- Ensuring Priority Services customers are identified on incidents and liaise with Contact Centre and Field Ops teams where required.
- Taking customer no supply / fault calls when required
- Receive and resolve telephone enquiries from the emergency services
- Accurate and detailed fault reporting ensuring IIS compliance
- Undertaking project/pilot work as part of the efficiency programme
- 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 be able to work as part of a small team when on shift and you must be able to work using your own initiative.
- Experience of outage management systems, incident management and customer call taking would be advantageous
- 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.

About The Company
Joining the UK’s leading electricity distribution business means plenty of career opportunities and well-deserved recognition. We reward hard work and encourage ambition. So, as well as a competitive salary, you will also benefit from:

- 26 days paid leave plus 8 bank holidays, up to 28 days with continuous service
- Competitive contributory pension scheme (we double match your contributions up to a maximum of 12%)
- Annual Share Save plan
- Contributory private healthcare scheme for you and your family
- Support via our Employee Assistance Programme, including musculoskeletal and physiotherapy services
- Free on-site parking at all our main sites

**Things you need to know**

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.

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