Energy Fault Dispatch Coordinator - Cardiff

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

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.