As a Despatcher, you will be required to ensure that all reactive work created by Thames Water and its partners is allocated to the appropriate resource / team to ensure we deliver our customer promises and meet Service Level Agreements (SLAs).
The main responsibility is to ensure that our field teams are scheduled for a full day’s work and arrive to a job within the specified timeframes, with any delays communicated to the customer in a timely manner.
A key component of the role is to act as an area focal point and take ownership for all aspects of operational delivery. This involves completing pre-history checks and validating work with the customer to reduce unnecessary work; ensuring resources are utilised effectively to maximise output; prioritising numerous competing tasks; and continuously monitoring the progress of work and communicating any delays to impacted parties.
In order to achieve these objectives, a Despatcher 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 in order to meet SLAs.
The role of Despatcher will require you to:
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
Identify, analyse and improve upon existing departmental and organisation processes to improve the way we work as a team and a business, increase standards of quality and productivity and help support the team in the way they work daily
Represent Thames Water by Interacting with all customers in a timely, professional, efficient and polite manner (including external customers, network engineers, contractors, Operations Contact Centre, Escalations, Customer Insight and Resolution, colleagues within the Customer Assurance team)
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
To be successful you will have the following skills and experience:
Understanding of Work Management Process and Systems preferred
Customer Service experience required
Excellent communication skills
Ability to work under pressure to meet demanding targets
Evidence of previous scheduling and planning to field based teams preferable
Previous Wastewater/Water industry experience preferable
What’s in it for you:
Our competitive salary package includes an excellent contributory pension, 24 days holiday per year increasing to 28 with length of service and a wider benefits scheme. This includes an annual pay review, season ticket loans, voucher scheme giving you money off in major retail outlets, loyalty awards for continuous service plus much more, including our refer-a-friend bonus, where you can receive up to £1,000 for helping someone get a permanent position within the company.
We’re also proud to be here for our local community, offering all our teams two days paid volunteer leave a year, as well as proudly supporting a lot of local events and charities.
Thames Water is the UK’s largest water and wastewater company. We make a daily difference to millions of customers by supplying 2.7 billion litres of world-class water to around 10 million homes.
As our world changes, the need to take care of our most precious resource is greater than ever, both locally and globally. That’s why, at Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open. We’re passionate about providing world-class tap water, now and for the future.
We’re also turning waste into power, self-generating 20% of the energy we use and, in turn, doing our bit for the planet. We’re reducing plastic waste by celebrating our tap water and rolling out an ambitious water fountain project. We’re using our voice to lobby for change and partnering with WaterAid to provide clean water to the world’s poorest communities.
Together, we’re building a better future for our customers, our region and our planet.
Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader, welcoming individuals from all walks of life and leading the way with an award-winning mental health and wellbeing strategy.