Incident Controller

Job Type:
Job Sector:
Customer Service
North West
Salary Description:
£15.00 - £16.00/hour
Job Ref:

Incident Controller
6 months

*** Shifts will consist of Morning shifts - 07:30 - 15:00, Afternoon shifts - 14:30 - 22:15 and Night shifts 21:45 - 08:00 you must be available to work all of the shifts above ***

I am currently recruiting for a global energy company and world leader in wind energy. They provide energy management and supply of gas and electricity in the UK.

Main Responsibilities

* Incident creation, resource allocation and reporting processes in real-time across the franchise area.
* Operation of the outage management system (currently Poweron) and updating of data in this and associated systems.
* Recording information to provide a high standard of customer service and regulatory reporting.
* Taking customer phone calls overnight and associated duties.
* Correctly create and manage Poweron incidents.
* Ensure correct staff and contract resources are dispatched to achieve prompt & efficient supply restorations.
* Monitor critical information and coordinate with other members of the incident management team to ensure incidents are prioritised accordingly.
* Liaise with field staff to continually monitor incident/fault progress for compliance and report exceptions.
* Work as a team with other Incident Controllers to seek to share workload and resources across zones.
* Ensure all systems are updated to required standards and complete reporting associated with operations processes.
* Assist field staff with information to help reduce the time taken to identify and locate supply problems.
* Recording the use and location of test equipment.
* Produce mandatory reports against criteria for Electricity Supply Regulation 31 reports.
* Liaise with the Emergency response team, Incident Management, Field Staff and customers to ensure customer information is of adequate standard and provided in a timely fashion.
* Be actively involved in promoting Customer Service, and assisting when necessary to implement Customer Contact Plans and escalation process
* Assist in training of new appointees and support staff.
* Monitor work outstanding to ensure jobs are progressed.
* Be active in the improvement/development and introduction of new processes, procedures, initiatives and new technology
* Liaise with Customer contact staff and Production Team to provide information when required.
* Manage customer phone calls in a professional manner, providing correct safety advice.


* Awareness of the requirements and expectations of internal and external customers.
* PC skills – Microsoft Office, UMV, Geoview etc..
* Developed customer service skills and knowledge of customer contact process.
* Developed communication and influencing skills.
* Good Telephone skills.

If you feel this is the role for you then apply today for immediate consideration!
Since 1978, Rullion has been securing exceptional candidates for a range of clients; from large well-known brands, to SMEs and start-ups. As a family-owned business, Rullion’s approach is credible and honest, focused on building long-lasting relationships with both clients and candidates.
Rullion is a forward-thinking recruitment company that specialises in providing a wide range of talent consultancy services to a diverse client base; from small start-ups to large household names

Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants

Contact Details:
Tel: not in use
Contact: Kris Clare

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