Smart Dispatch Agent

3 months ago

Leeds, United Kingdom Centrica Full time

We are Centrica We’re so much more than an energy company. We’re a family of brands revolutionising a cleaner, greener future. Working here is **#MoreThanACareer** - we’re powered by purpose. Together we can make an impact that will truly change tomorrow. Whether you’re developing cutting-edge green tech, helping customers on the front line or simplifying operations behind the scenes.

Your work here isn’t just a job - it’s a mission. We all play a vital role in **energising a greener, fairer future**.

We’ve been in Britain’s homes for over 200 years. But at British Gas, we’ve never been more excited about the future.

Right now, we’re at a pivotal moment. As well as leading our customers through a once-in-a-generation cost of living crisis, we’ve got big plans to get our homes closer to Net Zero.

That’s why we need a brilliant **SMART dispatch agents** to join our team,** **to help us get to where we’re going. You’ll bring bags of energy, know-how and passion to our family of door-opening brands, including British Gas and Hive. And you’ll join a team who are just as focused delivering on fantastic results as you are.

**Key Accountabilities of role;**
- 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

**Knowledge, Skills & Experience**

**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

**Customer Outcomes**
- 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

**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

**We are proud to be recognised as a disability-confident employer**. Our customers come from a variety of different backgrounds, and so do we. We hire great people from all walks of life, not just because it’s the right thing to do, but because it 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.**

**Our people are the beating heart of our business. **We are incredibly proud of our commitment to being FlexFirst. From childcare to furry friends, we listened to our people and understood that they work best when they are comfortable and have a flexible working model that suits their individual needs. We embrace the opportunity to give our colleagues a choice to work from anywhere whilst still ensuring they can connect and engage with their teams through office days, employee networks and virtual events.

In addition, after listening to what matters most to them, we have tailored our well-being & benefits package around our employees.

Competitive salary and bonus potential

Employee Energy Allowance at 15% of the government price cap

Pension scheme

Electric car lease scheme
- 33 days holiday allowance, inclusive of public holidays, and the option to buy up to 5 additional days

️‍ ️Excellent range of flexible benefits, including technology vouchers & travel insurance

**We are committed to creating a cleaner and greener future. **And we’re making big changes to help us get there. That means cutting customers' emissions and our own to reach net zero. And because o

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