Planning Agent

  • Job Reference: R0059265
  • Date Posted: 9 May 2024
  • Employer: Centrica
  • Location: Leeds, West Yorkshire
  • Salary: £26,965
  • Sector: Customer Service
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

We have an exciting opportunity for a Planning and Dispatch Agent reporting to the Planning & Dispatch Team Leader for Operational Planning within our Customer business unit.

You'll be part of a highly motivated team who are committed to our internal and external customers and are skilled in understanding the intricacies of their discipline. We are a forward planning and real time function, and our priority is ensuring that we are meeting our customer promise and are always there when our engineers and customers need us.

  • Salary; £26,965 plus additonal benefits
  • Up to 16% annual bonus paid qtrly
  • Location: LS11 5BD

Key accountabilities of what you will be up and purpose of the role!

  • Work closely with Engineers and Customer Delivery Managers to drive efficient working with use of specialised planning and dispatch systems
  • Proactively identify any operational and regulatory risks, escalating as appropriate.
  • identifying appropriate resolution for complex issues and communications directly with your colleagues and customers where required
  • Regularly review jobs booked, ensuring timely progress through various stages of jobs status and time bands ensuring the delivery of great customer experience
  • Flexibility to support long term and short-term planning processes where required § Be the voice of the customer, advocate on their behalf to deliver improvements, work with capacity to highlight challenges with preferential dates
  • Utilise our flexible multiskilled workforce across various job types where you need them most by using your strong decision-making skills
  • Review all reporting outputs provided to help you plan for the day and work with your stakeholders to mitigate any risks
  • Monitor and manage the schedule for compliance, seek to resolve any non-compliance issues through working with your field stakeholders highlighting trends
  • Provide data / insight and local knowledge to work with capacity / routing teams to improve system configuration reducing manual moves of visits

Key stakeholders within this role;

  • Team Manager
  • Local and National Peer Groups
  • Customer Delivery Managers
  • Area Customer Managers
  • Head of Customer Delivery
  • Head of Planning and Dispatch

To be successful in this role you will be required to have the following expereince and demonstrable competencies;

  • Achievement of goals and objectives, including excellence in customer satisfaction in a regulated environment
  • Have an awareness of the commercial aims and objectives of British Gas and Centrica
  • Knowledge and understanding of team key performance indicators and what delivers great customer service
  • Understands good housekeeping for data protection and information security requirements
  • Knowledge and understanding of good safety practice and duty of care requirements
  • Real time/Planning experience with the ability to analyse and action all aspects of Real Time and schedule management
  • Good literacy and numerical ability as well as Excel knowledge and expereince
  • Obsessed with great customer service; understands what excellent customer service looks, sounds and feels like and strives to provide the highest level of satisfaction
  • Delivers in line with agreed objectives and targets set out within Centrica/British Gas
  • Adheres to the company and function standards, policies and procedures
  • Consistently focuses on best practise sharing to support wider team working
  • Excellent organisational skills and experience and appreciation of customer SLA's
  • Ensures that all work complies with codes of practice, standards and legislation, particularly Health, Safety and Environmental, to ensure the wellbeing of colleagues, customers and their property
  • Proactively identifies issues, listens to feedback, and engages with their line manager to ensure that we are continually working safely within our business and for our customers and visitors