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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.
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