Contact Centre Dispatcher

National Grid Electricity Distribution; Cardiff; On-site; GBP 23,000 - 27,000; Full time

Benefits offered by this job

26 days leave + bank holidays

Pension scheme

Private healthcare

On-site parking

Job summary

National Grid Electricity Distribution in Cardiff is hiring a Contact Centre Dispatcher on a 3-cycle shift, office-based. You will manage live faults, dispatch engineers and handle emergency services calls to keep customers informed.

Reporting to the Dispatch Team Leaders and Team Manager, you will liaise with the Contact Centre, Control and Operational teams, ensuring IIS-compliant fault reporting and timely customer updates. A strong telephone manner and accuracy are essential.

Qualifications

• Experience in a dispatch or call centre environment is essential.
• Excellent telephone manner and clear communication.
• High levels of accuracy; incident information is reportable to OFGEM.
• Reliable, proactive, able to work in a small team on shift.
• Flexible to work additional hours during weather events or emergencies.

Responsibilities

• Create, dispatch and update incidents within agreed timeframes.
• Provide customer updates and monitor incident progress.
• Respond to alarms and escalate emergencies as needed.
• Identify Priority Services customers on incidents and liaise with teams.
• Take customer fault calls and support operations with enquiries.
• Accurate fault reporting for IIS compliance.

Skills

Dispatch experience

Telephone communication

Attention to detail

Teamwork

Problem solving

Job description

The following content displays a map of the jobs location - Cardiff

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.

Job Introduction

An opportunity is available for Contact Centre Dispatcher based in Cardiff. This is an office based role operating on a 3 cycle shift role which includes a combination of days, evenings, weekends and bank holidays.

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. The role also involves receiving and handling telephone enquiries from customers and the emergency services, while liaising closely with the Contact Centre, Control and Operational teams.

Main Responsibilities

The main duties will involve enquiries relating to:

• Creating, dispatching and updating 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 network services teams where required.
• Taking customer no supply / fault calls
• Assisting Operations teams with general enquiries
• Receive and resolve telephone enquiries from the emergency services
• Accurate fault reporting ensuring IIS compliance

The Ideal Candidate

• Experience in a dispatch or call centre environment is essential, with dispatch experience highly desirable.
• Excellent telephone manner, good keyboard skills and the ability to communicate effectively.
• High levels of accuracy and attention to detail, as incident information is reportable to OFGEM and used to provide proactive customer updates.
• 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.
• Flexible and willing to work additional hours when required to support the team during weather events or system emergencies.
• Strong problem-solving skills with the ability to make informed decisions in a fast-paced environment.
• Knowledge of incident management or emergency response procedures is highly desirable

#LI-SH1

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

National Grid Electricity Distribution is committed to safeguarding the interests of the Company, colleagues and customers. This role is subject to a satisfactory Barring Service, (DBS) check, depending on the role different levels of screening and vetting are required. Some roles require a triannual check.

Please note that in most cases, National Grid is unable to offer sponsorship for employment under the UK points-based immigration system. As such, applicants must have the legal right to work in the UK without requiring sponsorship now or in the future under the UK points-based immigration system. However, in exceptional circumstances where there is a clear and demonstrable need for specialist skills that cannot be sourced from the local labour market, National Grid may consider offering sponsorship. All applications are welcome from candidates who meet these requirements, regardless of race, nationality, or ethnic origin.

As an equal opportunities employer who is committed to Diversity, Equity and Inclusion, we celebrate individual difference and are actively bringing in more employees from diverse backgrounds to build on our inclusive culture. If you require additional support to complete your online application, please email [e-mail]

Recruitment correspondence is usually sent by email, please check your email account including spam/junk folders regularly after the closing date.