Planning and Dispatch Agent

Planning and Dispatch Agent

Contract: 12 months

Rate: £12.50 per hour

Hours: 37 Hours a week across 5 days out of 7 ( Shifts will be from Monday - Sunday)

Location: Hybrid. 3 weeks of training in leeds - LS11 5BD and then Hybrid there after.

Job Description Summary

• Working with local area teams, both field and office based, you will ensure all planning & dispatch applications are utilised consistently and efficiently.
  § Helping to identify opportunities for optimisation, forecasting and Planning and dispatching processes whilst maintaining and operating the systems to enable effective delivery of great customer service

Required to support Smart Dispatch

• Proactively identify any operational and regulatory risks, escalating as appropriate.
• Identifying appropriate resolution for complex issues and communications directly with your colleagues and customers where required
• Ability to follow clear instructions and guidelines to investigate, resolve and process a high volume of customer enquiries to deliver customer value at the first point of contact.
• Support the planning system to optimise the dispatch of visits amongst the engineers, taking into consideration their geographical location to ensure customers receive a timely and efficient service where manual support is required.
• Regularly review jobs booked, ensuring timely progress through various stages of jobs status and time bands ensuring the delivery of great customer experience
• Flexibility to support long term and short-term planning processes where required

Key Stakeholders and Working Relationships

• Team Manager
• Local and National Peer Groups
• Customer Delivery Managers
• Area Customer Managers
• Head of Customer Delivery

Knowledge, Skills & Experience

• Achievement of goals and objectives, including excellence in customer satisfaction in a regulated environment
• Aware of the commercial aims and objectives of British Gas and Centrica
• Knowledge and understanding of team key performance indicators.
• Understanding of what delivers great customer service.
• Understands good housekeeping for data protection and information security requirements.
• Knowledge and understanding of good safety practice and duty of care requirements.

Education and Certifications

• Good literacy and numerical ability

Competencies

• Is obsessed with great customer service; understands what excellent customer service looks, sounds and feels like and strives to provide the highest level of satisfaction.

Operational Excellence

• Delivers in line with agreed objectives and targets.
• Adheres to the company and function standards, policies and procedures.
• Applies the Centrica values in day-to-day activities
• Consistently focuses on best practise sharing to support wider team working.

Safety, Compliance & Conduct

• Ensures that all work complies with current codes of practice, standards and legislation, particularly Health, Safety and Environmental, to ensure the wellbeing of colleagues, customers and their property.
• Proactively identifies issues, listens to feedback, and engages with their line manager to ensure that we are continually working safely within our business and for our customers and visitors.

TO APPLY - Please apply with a up to date CV.

If you feel this position would be of interest, APPLY NOW using your most up to date CV. If you do not hear back within 5 working days, please assume that unfortunately on this occasion your application has been unsuccessful.

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