Dispatch & Incident Coordinator – Emergency Response

National Grid

Cardiff

Hybrid

GBP 21,000 - 32,000

Full time

2 days ago

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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.