Job Description
As a Dispatcher you must establish and maintain strong relationships with the Field teams and adopt a highly collaborative approach to resolving customer issues. They must also be able to effectively manage a significant workload in a fast-paced environment, ensuring that competing priorities are handled to meet SLAs.What you’ll be doing as a shift despatcherEnsuring that all reactive work created by Thames Water is allocated to the appropriate resource/team to ensure we deliver our customer promises and meet Service Level Agreements (SLAs).Ensuring that our field teams are scheduled for a full day’s work and arrive at a particular job within the specified timeframes, with any delays communicated to the customer promptly.Effectively manage jeopardy and ensure that we are efficiently despatching NSTs across the patch so that emergencies are attended.Represent Thames Water by Interacting with all customers in a timely, professional, efficient and polite manner.Ensure that all work undertaken is done so in the correct manner, following processes as per management instructions, and ensuring that work is of an acceptable quality.Identify smarter ways of working which reduce the workload for staff, but do not compromise the customer experience.This is a hybrid role however there is a requirement to be in the office full-time during the training period.Please note this is a 12-month fixed-term contract to cover maternity leave.What you should bring to the roleUnderstanding of Work Management Process and Systems is preferred.Previous Customer Service experience is essential.Excellent communication skills.Ability to work under pressure to meet demanding targets.Evidence of previous scheduling and planning to field-based teams is preferable.Previous Wastewater/Water industry experience is preferable.Effectively build relationships within the wider business.What’s in it for you?Competitive salary from £25,000 per annum.Annual Leave 24 days holiday per year increasing to 28 with the length of service. (Plus bank holidays)Contributory pension – Defined Contribution - Maximum of 12% -2x employee contribution.Personal Medical Assessments – Open to all once a year.Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.Who are we?Our business continues to operate as usual, delivering our essential services to around 16 million customers across London, Thames Valley and the Home Counties. At Thames Water, our purpose is crystal clear - to deliver life’s essential service so our customers, communities and planet can thrive.Water is life’s great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we’re committed to taking care of it for us all.But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We need to keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part?Working at Thames WaterAt Thames Water, we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business.We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, backgrounds, and differences that each individual brings.Our over-arching diversity and inclusion aim is to ensure Thames Water is a diverse and inclusive great place to work. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process.Find out more about working at Thames Water.When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business, meet colleagues and earn some extra money along the way.Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.