Opportunities are available for Contact Centre Dispatchers based at Cardiff. 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 Operational teams.About UsWe’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.Main ResponsibilitiesThe main duties will involve enquiries relating to:Creating, dispatching and updating incidents in agreed timeframesRegularly updating incidents and providing customer updatesResponding to alarmsEscalating emergency or dangerous situationsEnsuring Priority Services customers are identified on incidents and liaise with contact centre and network services teams where required.Taking customer no supply / fault callsAssisting Operations teams with general enquiriesReceive and resolve telephone enquiries from the emergency servicesAccurate fault reporting ensuring IIS complianceThe Ideal CandidateYou will have an excellent telephone manner, good keyboard skills and the ability to communicate effectivelyAccuracy 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 initiativeYou will need to be flexible and willing to ramp up where required to assist the team during weather events or system emergencies for exampleExperience of NGED Dispatching systems, incident management, IIS requirements and customer call taking would be advantageousPlease note the successful candidate may initially be appointed at a lower salary until all relevant courses and training are complete.National Grid Electricity Distribution is committed to safeguarding the interests of the Company, colleagues and customers. This role is subject to a satisfactory Barring Service, (DBS) check, depending on the role different levels of screening and vetting are required. Some roles require a triannual check.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 serviceCompetitive contributory pension scheme (we double match your contributions up to a maximum of 12%)Annual Share Save planContributory private healthcare scheme for you and your familySupport via our Employee Assistance Programme, including musculoskeletal and physiotherapy servicesFree on-site parking at all our main sitesThings you need to knowAs an equal opportunities employer who is committed to Diversity, Equity and Inclusion, we celebrate individual difference and are actively bringing in more employees from diverse backgrounds to build on our inclusive culture. We anonymise all applications in our recruitment system so we can eliminate unconscious bias and be a workplace that reflects the community we serve. Hiring managers only have access to necessary information at interview stage. If you require additional support to complete your online application, please email nged.recruitment@nationalgrid.co.ukRecruitment correspondence is usually sent by email, please check your email account including spam/junk folders regularly after the closing date.We reserve the right to close the vacancy early should sufficient numbers of suitable applications be received, so it would be best to apply as soon as you can.
