Shift Despatcher

at  Thames Water Utilites

We have an opportunity for you to join Thames Water as a Shift Dispatcher.
This is a maternity cover, secondment.
A key component of the role is to act as an area focal point and take ownership of all aspects of operational delivery.

You will be allocating work to field staff, network service technicians in hours and repair & maintenance teams OOHs, ensuring SLAs are hit as well as reacting to high-priority emergencies, liaising with internal & external customers, and speaking to customers when required to do so.

• This role is a 12-hour shift pattern.
• 38 hours per week.
• Hybrid - Kemble Court - RG2 6AD.
• Offering a competitive salary from £25,000 per annum.

WHAT YOU WILL BE DOING AS A SHIFT DESPATCHER?

• Allocation of all works to field staff within service level agreements and as promised to the customer on behalf of Thames Water.
• Ensure all resources are utilised effectively, maximising output while minimising cost.
• Complete pre-history checks to understand related or duplicated work and ensure appropriate measures are in place before allocating work.
• Action tasks promptly by prioritising accordingly and ensuring adherence to SLAs.
• Monitor the status of work to ensure jobs are attended, completed and closed within SLA, arranging follow-up work as required and updating all affected parties.
• Be the focal point for the allocation of work within a geographic area and re-allocate resources where the situation arises.
• Determine whether a job is a Thames Water issue or not, referring to other departments as required. (e.g. Kemac Team)
• Escalate issues to the Team Manager promptly to enable appropriate resolution and minimise customer impact.
• In-depth understanding of Field operations, supporting NSTs with technical queries. (e.g. network issues, hydraulic issues)
• Manage escalations from the Contact Centre and Field teams.
• Complete verification calls with the customer to get to the root cause of the issue and validate whether a job needs to go ahead or not.
• Proactively contact customers before not meeting an SLA to inform them of the revised completion time/date and manage expectations.
• Work closely with Field teams to maximise resources and ensure customer issues are resolved promptly and to an industry-leading standard.
• Close collaboration with Network Service Technicians (NSTs), Field Operations Managers (FOMs), Field Operations Specialists (FOSs) and R&M Supervisors.

WHAT SHOULD YOU BRING TO THE ROLE?

• Understanding of Work Management Process and Systems preferred.
• Customer Service experience.
• Excellent communication skills.
• Ability to work well under pressure to meet demanding targets.
• Having previous experience in scheduling and planning field-based teams would be preferred however not essential.
• Previous experience with the Wastewater/Water industry would be preferred however not essential.

You will be allocating work to field staff, network service technicians in hours and repair & maintenance teams OOHs, ensuring SLAs are hit as well as reacting to high-priority emergencies, liaising with internal & external customers, and speaking to customers when required to do so.

• This role is a 12-hour shift pattern.
• 38 hours per week.
• Hybrid - Kemble Court - RG2 6AD.
• Offering a competitive salary from £25,000 per annum