Administration Assistant

**Administration Assistant - Dispatch
12-month FTC
Work Location - Doxford Park - Sunderland
Starting From Circa £22k per annum (dependent upon experience) plus 19% shift allowance**

**Why Work at NGN?**

At Northern Gas Networks, we are a community. We provide a supportive and fun working environment in our spacious offices with onsite parking provided. We embrace creativity and innovation as well as offer a range of learning and development opportunitiesto progress your career.
Since we started operating in 2005, We have led the way as one of the most cost-efficient of the UK's eight gas distribution networks, reliably delivering gas to over 2.7 million homes and businesses.

**Diversity at NGN**:
We value diversity at NGN and this is embedded in everything that we do. We will be delighted to hear from a diverse range of applicants, so we can continue to grow our mind-blowingly great team of people.
We are proud to support the Armed Forces Covenant, helping ex-services personnel back into employment, as well as being members of WISE (Women in Science and Engineering) and supporting the current 'Parent Returner' programme led by CIPD; empowering workingparents to succeed and re-enter the workplace.
Any applicants that require reasonable adjustments throughout the selection process/ further flexibility are able to contact us directly to inform us of any additional support that is required.
We will be very happy to support and accommodate your requirements wherever we can.

**The Role**:
We have an exciting opportunity for an Administration Assistant in our Dispatch Team.
Working hours are on an alternating shift pattern - a 7-day pattern, working a mixture of 07:00 - 15:00 and 15:00 - 23:00 shifts.

Predominantly on the phones, you will deliver a first-class customer service to internal and external customers by:

- Analysing workload and manpower to make informed decisions ensuring the correct resources are chosen to attend emergency situations whilst working under pressure to meet the standard of service.
- Oversee the activities of all field-based staff to ensure they comply with field procedures, e.g long jobs and lunch breaks escalating to the Dispatch Team Leader or line manager where appropriate.
- Liaise with field-based staff and Emergency Site Managers regarding the scheduling and dispatching of work to ensure safety, customer satisfaction and efficiency are delivered, with an understanding of cost and working time directive implications.
- Have a full understanding of the business continuity procedures, to assist and support the Dispatch Team leader throughout and after BCM events including loss of site & system outage's updating reports and communicating effectively throughout.
- Communicate effectively with all customers including field-based personnel, and Site Managers.
- Provide and monitor incident management information and follow agreed escalation procedures.
- Prepare statistical and management information where required
- Work within and promote the philosophy of safe team working, innovative thinking and putting the customer first.
- Participate in the measurement of individual and team objectives, to enable performance gaps to be identified and addressed.
- Assist in the implementation of business continuity procedures both in and out of hours if required.

**About You:
Essential**:

- You have eligibility to work in the UK
- You are willing to work an alternating shift patterns which will include some weekend work & night shifts.
- You are able to commute during evenings and early mornings in order to fulfil your out of hours work patterns
- Able to work within a fast-paced environment dealing with customers
- That you have prior experience dealing with customers over the phone
- Excellent user of Microsoft systems and able to pick up new systems easily
- Excellent communication skills both written and verbal

**What we Offer**:
**We believe that our people should be recognised for their contribution. Therefore, we offer the below package**:

- A competitive salary starting from circa £22k per annum (dependent upon experience) plus 19% shift allowance
- Free onsite parking
- 40 hours per week
- Up to 5% bonus (dependent upon achievement of set targets)
- 25 days annual leave (plus recognised bank holidays and 2 half days over the Christmas period)
- SSP for the first 7 calendar days then Occupational sick pay
- A generous stakeholder 5/10 pension scheme
- Flexible benefits and salary sacrifice options... from discounts on a variety of UK attractions, gym membership, restaurant discounts, experience days...and much more
- An array of fantastic family-friendly policies such as 6 weeks paternity leave (for eligible employees) and 6 months' full pay for employees on maternity leave (for eligible employees), as well as shared parental leave and many more

**Our Values**:
We are looking for people who can demonstrate and live all our values, which are at the heart of everything that we do. We are...

**Trailblazing, Empowered, Community Focused
Intellectually Curious, Heartfelt
And most importantly... we are...Happy