Contact Centre Dispatcher

National Grid; Cardiff; Hybrid; GBP 21,000 - 32,000; Full time

Job summary

National Grid Electricity Distribution (NGED) in Cardiff is seeking a Contact Centre Dispatcher to join our on-site team. This 3-cycle shift role covers days, evenings, weekends and bank holidays, coordinating live faults and dispatching engineers to restore supply quickly and safely.

You will handle customer and emergency service enquiries by phone, liaise with the Contact Centre and Operations teams, and ensure incidents remain compliant and updates are provided to customers throughout the

Qualifications

• Experience in a dispatch or call centre environment is essential.
• Excellent telephone manner and clear communications.
• High attention to accuracy as incident information is reported to OFGEM.
• Reliable team member with initiative and flexibility.
• Ability to work additional hours during weather events or emergencies.

Responsibilities

• Create, dispatch and update incidents within agreed timeframes.
• Regularly update incidents and provide customer updates.
• Respond to alarms and escalate emergencies as needed.
• Identify Priority Services customers on incidents and liaise with relevant teams.
• Take customer fault calls and assist Operations with enquiries.
• Receive and resolve telephone enquiries from the emergency services.
• Ensure accurate fault reporting and IIS compliance.

Skills

Dispatch experience

Excellent telephone manner

Attention to detail

Team player

Initiative

Job description

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

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

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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.