WWS Dispatcher

Job Description

We currently have a WWS Dispatcher position available for a motivated individual to join our team based at our Ashford STW, Barnstaple. Joining us on a full time, permanent basis, you will receive a competitive salary of £18,169 per annumplus benefits.South West Water is 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, childcare support, and various health benefits.As our WWS Dispatcher in the Waste Water Networks team, you will be a key player in delivering excellent service to our customers across Devon and Cornwall. You will primarily be responsible for triaging incoming customer contacts, which are often reporting serious urgent issues such as flooding or pollution, and deciding the best course of action to get the issue resolved and keep our customers and key stakeholders satisfied.You will be in regular contact with operators who deal with these contacts on the ground, and by working together you will plan and adjust the schedule based on incoming reactive work.Responsibilities as our WWS Dispatcher will include: - Managing customer contacts for Waste Water Services assets, including arranging and tracking attendance, reviewing feedback and, with the assistance of the local management team, progressing further work where required- Being responsible for the coordination of planned work for the local field team, providing support to the Engineers and acting as their main point of contact for any queries relating to customer activity- Being responsible for ensuring local Engineers are aware of and following the Customer Journey process- Working in partnership with our call centre 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- Monitoring and prioritising customer contacts to ensure the most urgent serious issues are attended first- Identifying opportunities for interventions to reduce the volume of repeat / chase contacts- Thinking creatively about problems and generating new solutions that will result in improved performance, better outcomes, higher productivity, etc.- Utilising of Engineer resource in most efficient manner and identification and reporting of any resource issues- Ensure adherence to all Current Health & Safety Policies and best practiceWhat we are looking for in our ideal WWS Dispatcher:- Good general standard of education with a minimum of GCSE Grade C or equivalent in English and Maths- Educated to A Level standard or working to an equivalent level (desirable)- Experience of working in either a customer service or operational team- Proven experience of working to deadlines- Skilled communicator with the ability to build strong relationships with people at all levels of the business- Excellent customer relation / contact skills, with the ability to breakdown and relay complex information in a customer friendly manner- Able to maintain a high level of commitment to personally getting things done- Able to solve difficult problems through careful and methodical evaluation of information availableClosing date: 14th February 2021If you are looking for a new challenge, please click apply now to be considered as our WWS Dispatcherwe look forward to receiving your application.