Contact Centre Dispatcher - Temporary

A temporary opportunity is available for a Contact Centre Dispatcher based at Castle Donington for up to a period of 12 months (subject to review). This is 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; receiving and handling telephone enquiries from customers, the emergency services and liaising with the Contact Centre, Control and Network services teams., Creating, dispatching and updating incidents in agreed timeframes
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 Network Services with general enquiries
Receive and resolve telephone enquiries from the emergency services
Accurate fault reporting ensuring IIS compliance

Experience of NGED Dispatching systems, incident management, IIS requirements and customer call taking would be advantageous
You will have an excellent telephone manner, good keyboard skills and the ability to communicate effectively
Accuracy is a key skill as the information on an incident immediately updates customers via proactive messaging, IVR messaging and the NGED website.
You must be 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
You will need to be flexible and willing to ramp up where required to assist the team during weather events or system emergencies for example

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.

About The CompanyJoining 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

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