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Your work here isn’t just a job – it’s a mission. We all play a vital role in energising a greener, fairer future.
Start Date - July 2024
Location - Leeds
Interview Assessment Day - 12th June
We 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.
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
At Centrica we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. To build a more sustainable future, we need the best team – a team with a diverse mix of people and skills, where everyone feels welcome and able to succeed. We are dedicated in helping to close the diversity gap and would love to see more females, people of colour and LGBTQ+ employees, as well as those from a variety of cultures and ethnicity to veterans and the differently abled. Supporting diversity and inclusion is a big part of who we are, we are not looking for people to fit into our culture but to add to it!
PLEASE APPLY ONLINE by hitting the 'Apply' button.
Applications will ONLY be accepted via the ‘Apply’ button.
This role is being handled by the Centrica recruitment team and NO agency contact is required.
