Assistant Dispatcher

☞ South West Water

View: 102

Update day: 07-05-2024

Location: Redruth South West

Category: Executive management Production / Operation

Industry: Utilities

Position: Entry level

Job type: Full-time

Salary: £22,253/yr - £22,253/yr

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Job content

We currently have an AssistantDispatcherposition available for a motivated individual to join our team in Cornwall.Joining us on a full time, permanent basis, you will receive a competitive salary of £22,253 per annumplus excellent benefits.

South West Wateris part of the Pennon Group, a very successful and stable business that prides itself on sustainability. We provide reliable, efficient and high-quality drinking water and wastewater services for a population of c. 1.7 million in Cornwall, Devon, and parts of Somerset and Dorset.

We believe that by investing in the future of our region, we are not only improving the quality of life for today’s residents and visitors but are also taking responsibility for future generations. Responsibility for the environment is central to this. Our aim is to continually drive up standards, particularly in the areas that matter most to our customers.

Our core values which are essential to our success are:
  • Trusted - We do the right thing for our customers and stakeholders.
  • Collaborative - We forge strong relationships working together to make a positive impact.
  • Responsible - We keep our promises to our customers, communities, and each other.
  • Progressive - We are always looking for new ways to improve and make life better.
We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition. In return, we offer an excellent range of benefits which include free car parking at the majority of our sites, company Sharesave Scheme, and various health benefits.

About The Role Of Assistant Dispatcher

Based within an operational region reporting to the CS&N Customer & Team Manager, you will be embedded with the CS&N team to act as the main point of contact for 1st response to reactive requests for work, triaging customer contacts that require investigation by the field Engineers and scheduling their attendance alongside other reactive requests, such as Section 81 defects and alarm notifications.

The Dispatcher is the key player in Waste Water Services’ part of the Customer Journey process, ensuring that attendance SLAs are adhered to or where necessary, extended timescales are agreed with each customer.

Responsibilities As Our Assistant Dispatcher
  • Supporting the local Dispatchers to manage customer contacts for WWS assets (Monday to Friday, 08:00-16:00) during periods of increased work volumes, covering for them in their absence
  • Providing out of hours cover for dispatching customer contacts to set standby Engineers (Monday to Friday, 16:00-20:00 and Saturday & Sunday, 08:00-16:00)
  • Coordinating customer-generated work for the local field team, providing support to the Engineers and acting as their main point of contact for any queries
  • Ensuring local Engineers are aware of and following the Customer Journey process
  • Working in partnership with the Wholesale Resolution Team within SOURCE to ensure that all customer contact enhances the reputation and image of the company
  • Working in partnership with the local Treatment & Pumping Station Teams to ensure that customer contacts relating to their assets are responded to and managed in a timely manner
  • Monitoring and prioritising customer contacts by type, operational area etc. through the proactive use of tools and identify interventions to reduce the volume of repeat/chase contacts
  • Scheduling initial responses to any Section 81 defect notices issued by the Highways Authority
  • Utilising resources in the most efficient manner and identifying and reporting on any resource issues
  • Ensuring adherence to all current Health & Safety Policies and best practice
  • Ensuring effective communications between the field teams and the rest of the business
  • Effectively organising and planning work accordingly by defining objectives clearly and thinking ahead about what will be needed
  • Thinking creatively about problems and generating new solutions that will result in improved performance, better outcomes, higher productivity, etc
What We Are Looking For In Our Assistant Dispatcher
  • A good general standard of education with a minimum of GCSE Grade C or equivalent in English and Maths
  • Experience of working in either a customer service or operational team
  • Proven experience of working to deadlines
  • A skilled communicator with the ability to build strong relationships at all levels of the business
  • Strong influencing and negotiation skills with the ability to find creative solutions to problems
  • Excellent customer relation/contact skills with the ability o breakdown and relay complex information in a customer-friendly manner
Closing date:Friday 16th July 2021

If you are looking for a new challenge, please click apply now to be considered as our AssistantDispatcher -we look forward to receiving your application.
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Deadline: 21-06-2024

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