An opportunity is available for Contact Centre Dispatcher based at Castle Donington This is a 3 cycle shift role which includes a combination of days, evenings, nights, weekends and Bank Holidays. The role will be office based and offered on a 12 month fixed term contract, subject to review. The successful candidate will be accountable to the Dispatch Team Leaders and Team Manager, for managing live faults and dispatching engineers ensuring incidents are compliant at all times and that customer expectations are met; receiving and handling telephone enquiries from customers, the emergency services and liaising with the Contact Centre, Control and Operational teams. We reserve the right to close the vacancy early should sufficient numbers of suitable applications be received. We recommend that you submit your application as soon as possible About Us We’re National Grid Electricity Distribution (NGED), the owner and operator behind the electricity distribution systems for the Midlands, the Southwest of England and South Wales. Serving communities of more than 8 million people, our expert teams deliver heat, light and power for homes and businesses. National Grid employs over 29,000 people worldwide. We are building an inclusive workplace, a place to actively celebrate the cultures, personalities and preferences of our colleagues – who in turn help to build the success of our business and reflect the diversity of the communities we serve. Our vision is to be at the heart of a clean, fair and affordable energy future and we are doing this in a fast-moving industry with an increasing focus on tackling climate change, exploring new energy sources that are renewable, low carbon, and improve efficiency to meet demand. Main Responsibilities The main duties will involve enquiries relating to: Creating and dispatching incidents in agreed timeframes Regularly updating incidents and providing customer updates Responding to alarms Escalating emergency or dangerous situations Ensuring Priority Services customers are identified on incidents and liaise with contact centre and field operations teams where required. Taking customer no supply / fault calls Assisting Operational teams with general enquiries Receive and resolve telephone enquiries from the emergency services Accurate fault reporting ensuring IIS compliance The Ideal Candidate Working in a call centre dispatch environment would be highly beneficial You will have an excellent telephone manner, good keyboard skills and the ability to communicate effectively. Accuracy is a key skill as Incidents are reportable to OFGEM & the information collected by dispatch immediately updates customers via proactive messaging You must be reliable and be able to work as part of a small team when on shift and you must be able to work using your own initiative. You will need to be flexible and willing to undertake overtime hours where required to assist the team during weather events or system emergencies. You must be able to demonstrate strong problem-solving ability Knowledge of incident management or emergency response procedures is highly desirable Please note the successful candidate may initially be appointed at a lower salary until all relevant courses and training are complete. LI-SH1 About The Company Joining the UK’s leading electricity distribution business means plenty of career opportunities and well-deserved recognition. We reward hard work and encourage ambition. So, as well as a competitive salary, you will also benefit from: 26 days paid leave plus 8 bank holidays, up to 28 days with continuous service Competitive contributory pension scheme (we double match your contributions up to a maximum of 12%) Annual Share Save plan Contributory private healthcare scheme for you and your family Support via our Employee Assistance Programme, including musculoskeletal and physiotherapy services Free on-site parking at all our main sites Things you need to know National Grid Electricity Distribution is committed to safeguarding the interests of the Company, colleagues and customers. This role is subject to a satisfactory Barring Service, (DBS) check, depending on the role different levels of screening and vetting are required. Some roles require a triannual check. Please note that in most cases, National Grid is unable to offer sponsorship for employment under the UK points-based immigration system. As such, applicants must have the legal right to work in the UK without requiring sponsorship now or in the future under the UK points-based immigration system. However, in exceptional circumstances where there is a clear and demonstrable need for specialist skills that cannot be sourced from the local labour market, National Grid may consider offering sponsorship. All applications are welcome from candidates who meet these requirements, regardless of race, nationality, or ethnic origin. As an equal opportunities employer who is committed to Diversity, Equity and Inclusion, we celebrate individual difference and are actively bringing in more employees from diverse backgrounds to build on our inclusive culture. Recruitment correspondence is usually sent by email, please check your email account including spam/junk folders regularly after the closing date. If you require additional support to complete your online application, please email nged.recruitment@nationalgrid.co.uk