Planning & Dispatch Agent

Job Overview We use our expertise in planning and dispatching to deliver the right engineer to the right customer at the right time whether that be installing a new boiler or attending customer homes to service or repair gas/electric appliances. Combining tools and expertise to plan efficiently and effectively. We are agile in our execution to be there where and when the customer needs us and we are obsessive about putting our customer needs first every time with and strive honour every commitment we make to visit. Partnering with our Field colleagues we optimise labour to enhance productivity & growth and we keep to appointments and proactively communicate every step of the way. Accountabilities You’ll be working in one of our Planning and Dispatch Teams, dealing with inbound calls from our engineers who are visiting our customers’ homes to install central heating systems or service and repair their gas or electric appliances. You’ll be asking the right questions, having timely conversations, and making it your priority to support and deliver an amazing customer experience. Living our values every day. Throughout the day you’ll review our planning boards and support our engineers with the day to scheduling of their work. Providing solutions and alternatives to ensure they deliver the right service within our agreed timescales We’ll be asking you to escalate any emergency appointments and liaise closely with our engineers to ensure our vulnerable customers are cared for in the right way Competencies You should have a flair for prioritising, scheduling, and logical thinking – these qualities make amazing Planning and Dispatch Agents and will be part of your KPI's You need to be digitally savvy and display confident IT skills to use our planning and forecasting systems to maintain accurate records confidentially Naturally you should and have fantastic communication skills both written and verbal, and we’ll be assessing for these skills throughout our recruitment process. This department is super-fast paced and, at times, can be high pressure so your resilience, agility and ownership skills are key to this role. You’ll also need the confidence to highlight issues or process improvements to ensure we continue to provide the best possible service to our customers, and be comfortable to respond to challenges from colleagues about decisions made Apply Centrica values in all day-to-day activities and role model behaviours to support health, wellbeing, and safety ( Oh, and don’t forget we’d love to see you self-develop and improve your skills in the role and the wider business – we’ll support you with that too! Opening hours Monday – Friday 07:00-20:00 (19:00 in Summer) Saturday 07:30-18:00 (18:00 in summer) Sunday 07:30-17:00 We operate our shifts using rotational shift patterns, which do vary depending which team you are on. Training 1 week induction in the class room this will be Monday-Friday 08:00-16:00 Then a minimum of 4 weeks mentoring training, covering a range of different shifts At Centrica we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. To build a more sustainable future, we need the best team – a team with a diverse mix of people and skills, where everyone feels welcome and able to succeed. We are dedicated in helping to close the diversity gap and would love to see more females, people of colour and LGBTQ employees, as well as those from a variety of cultures and ethnicity to veterans and the differently abled. Supporting diversity and inclusion is a big part of who we are, we are not looking for people to fit into our culture but to add to it! PLEASE APPLY ONLINE by hitting the 'Apply' button. Applications will ONLY be accepted via the ‘Apply’ button. This role is being handled by the Centrica recruitment team and NO agency contact is required. As an international energy, services and solutions company, our focus is on satisfying the changing needs and demands of our customers in an evolving energy market. We have a wide range of roles across the business - if you’re passionate about driving change, making our customer's lives and experiences better, then we may have a role for you. Our Values are our core, we live and breathe them every day – they are the Heart of Centrica We developed our Values through conversations with our colleagues across the Centrica family - Care, Delivery, Collaboration, Agility and Courage is what it means to be Centrica. By living our values every day, we will be better able to fulfil our purpose and satisfy the changing needs of our customers. Every great brand stands for something here at Centrica, we exist to make our customers lives better today as well as build a better tomorrow. To achieve this, we ensure we are ready to be at our best, ready to shape the future, and ready to be ourselves and belong. Our people are who they are and the best person for the job is that person. Our diversity groups are great at helping us increase awareness and understanding of how to continue to develop an inclusive environment for all, as well as connecting those with common interests, common passions and a sense of belonging. We know we are all at our best when we feel comfortable and included. We want our people to feel like they can be who they want to be at work, and we work hard to provide them with the respect and flexibility to do so, to allow them to strive in their careers by bringing their whole self to work. We want our people to reflect the societies in which we work and the customers we serve. Employing such a diverse range of talent helps us to think and act differently and support our customers in the best ways possible. Key focus areas - gender, ethnicity, disability and mental health, LGBT . Through a range of initiatives and strategies we work hard to ensure Centrica group is inclusive for everyone.