Key Accountabilities:
As a Lead Dispatcher, the main responsibility is to work with despatchers and NST administrators to ensure that all reactive and planned work created by Thames Water and its partners is allocated to the appropriate resource to ensure we deliver our customer promises and meet Service Level Agreements (SLAs).
You will lead and oversee the schedule management for your areas, coach and train new and existing staff on process and performance requirements of the role whilst acting as the first stage escalation point and ensuring that all required aspects of the Dispatcher and NST admin role are delivered to a very high standard.
Your main responsibility is to ensure that the team is monitoring RISK throughout the day, where key tasks of the over the day or across the region are carried out on time and be willing to jump in to support the team to ensure the performance is delivered to the required standard.
As the Lead Despatcher, you must be available to support the teams in making more complex decisions, resolve any blockers that may prevent work from being completed, and ensuring the field resources arrive to at jobs within the specified timeframes, with any delays communicated to the customer in a timely manner.
To be successful you will have the following skills and experience:
- Evidence of previous scheduling and planning to field-based teams would be preferably but not essential
- Understanding of Work Management Process and Systems preferred
- Previous Wastewater/Water industry experience preferable
- Customer Service experience required
- Excellent communication skills
- Ability to work under pressure to meet demanding targets
What’s in it for you:
Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with the 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 of our teams two days paid volunteer leave a year, as well as proudly supporting a lot of local events and charities.
Click here to view our full list of Rewards and Benefits
About us:
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 award-winning mental health and well-being strategy.