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Form of work
SalaryWe have an exciting opportunity for a Planning and Dispatch Agent reporting to the Planning & Dispatch Team Leader for Operational Planning within our Customer business unit.
You'll be part of a highly motivated team who are committed to our internal and external customers and are skilled in understanding the intricacies of their discipline. We are a forward planning and real time function, and our priority is ensuring that we are meeting our customer promise and are always there when our engineers and customers need us.
- Salary; £26,965 plus additonal benefits
- Up to 16% annual bonus paid qtrly
- Location: LS11 5BD
Key accountabilities of what you will be up and purpose of the role!
- Work closely with Engineers and Customer Delivery Managers to drive efficient working with use of specialised planning and dispatch systems
- 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
- 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 § Be the voice of the customer, advocate on their behalf to deliver improvements, work with capacity to highlight challenges with preferential dates
- Utilise our flexible multiskilled workforce across various job types where you need them most by using your strong decision-making skills
- Review all reporting outputs provided to help you plan for the day and work with your stakeholders to mitigate any risks
- Monitor and manage the schedule for compliance, seek to resolve any non-compliance issues through working with your field stakeholders highlighting trends
- Provide data / insight and local knowledge to work with capacity / routing teams to improve system configuration reducing manual moves of visits
Key stakeholders within this role;
- Team Manager
- Local and National Peer Groups
- Customer Delivery Managers
- Area Customer Managers
- Head of Customer Delivery
- Head of Planning and Dispatch
To be successful in this role you will be required to have the following expereince and demonstrable competencies;
- Achievement of goals and objectives, including excellence in customer satisfaction in a regulated environment
- Have an awareness of the commercial aims and objectives of British Gas and Centrica
- Knowledge and understanding of team key performance indicators and 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
- Real time/Planning experience with the ability to analyse and action all aspects of Real Time and schedule management
- Good literacy and numerical ability as well as Excel knowledge and expereince
- Obsessed with great customer service; understands what excellent customer service looks, sounds and feels like and strives to provide the highest level of satisfaction
- Delivers in line with agreed objectives and targets set out within Centrica/British Gas
- Adheres to the company and function standards, policies and procedures
- Consistently focuses on best practise sharing to support wider team working
- Excellent organisational skills and experience and appreciation of customer SLA's
- Ensures that all work complies with 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
