Emergency Works Scheduler

LGBT Jobs; Sunderland; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

25 days annual leave

2 additional half-days at Christmas

Occupational sick pay after 2 days

Generous pension scheme (up to 10%)

Flexible benefits and salary sacrifice

Employee discounts

Job summary

Northern Gas Networks (NGN) is seeking an Emergency Works Scheduler to join the Dispatch Team in Sunderland. You will schedule and dispatch both emergency and non-emergency work, ensuring safety, efficiency, and OFGEM-compliant operations while serving as the key point of contact for customers and field operatives.

The role offers a permanent contract, 40-hour week, and a starting salary from £29,286 with up to a 5% annual bonus; based at Doxford Park, Sunderland.

Qualifications

• Flexibility to work alternating shifts, including weekends and holidays.
• Ability to thrive in a fast-paced, customer-facing environment.
• Strong Microsoft Office skills and quick adaptability to new systems.
• Excellent communication, prioritisation, and decision‑making skills.
• A collaborative team player with a focus on safety and service.

Responsibilities

• Deliver first-class customer service by overseeing field staff to ensure procedures.
• Liaise with field staff and Emergency Site Managers on scheduling and dispatching work.
• Support Dispatch Team Leader during BCM events and continuity procedures.
• Communicate effectively with customers, field personnel, and Site Managers.
• Promote safe team working and customer-first mindset.

Skills

Customer service

Microsoft Office

Communication

Decision making

Team player

Safety awareness

Job description

Emergency Works Scheduler role in the Dispatch Team

Responsibilities include scheduling and dispatching both emergency and non-emergency work

Salary from £29,286+Up to 5% Bonus
Permanent, 40Hours Per Week
Based atDoxford Park, Sunderland

Keeping communities safe, one call at a time

Join our dynamic Dispatch Team at Northern Gas Networks (NGN) as an Emergency Works Scheduler. This role is central to our operations, acting as the key contact between our customers and field-based Gas Operatives. You will be responsible for scheduling and dispatching both emergency and non-emergency work, ensuring safety, efficiency, and compliance with OFGEM standards.

Working pattern:

Monday to Friday, working 8.5-hour shifts (excluding meal breaks) between 08:00 and 20:00. During peak periods, you willbe required to work approximately one in four Saturdays, with a weekday rest day provided in return.

In this role you will

• Deliver first-class customer service to internal and external customers; by overseeing the activities of all field-based staff to ensure they comply with field procedures
• 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
• Operate within business continuity procedures, to assist and support the Dispatch Team Leader throughout and after BCM events
• Communicate effectively with all customers including field-based personnel, and Site Managers
• Work within, and promote the philosophy of safe team working, innovative thinking and putting the customer first

We are looking for

• Flexibility to work alternating shifts, including weekends, bank holidays, and evenings
• Ability to thrive in a fast-paced, customer-facing environment
• Strong Microsoft Office skills and quick adaptability to new systems
• Excellent communication, prioritisation, and decision‑making skills
• A collaborative team player with a focus on safety and service
• Salary from£29,286per annum
• Up to 5% Bonusper annum
• 25 days of annual leave, plus recognised bank holidays and2 additional half-daysover the Christmas period
• Occupational sick payavailable after the first 2 calendar days of statutory sick pay
• Generous stakeholder pension scheme, doubling your contribution, up to 10%
• Flexible benefits and salary sacrifice options, including discounts on UK attractions, gym memberships, restaurants, experience days, plus access to a virtual GP service
• Family-friendly policies, including up to6 weeks of paternity leaveand6 months of full pay for maternity leave(for eligible employees), plus shared parental leave and more

About NGN

We deliver gas to 2.9 million homes and businesses across the North East, Northern Cumbria, and much of Yorkshire, through a network of over 37,000km of underground pipes. Serving both major cities and rural communities, we are committed to safety, reliability, and innovation. Our values –Trailblazing, Empowered, Heartfelt, Community Focused, Intellectually Curious,,andHappy, shape everything we do. We are proud to champion equality, diversity, and inclusion, and actively support initiatives alongside our Colleague Communities (LGBTQ/Women’s/Roots&Resonance/Parents&Carers/AbilityMatters) to ensure we reflect and uplift the communities we serve.