Dispatcher

The OVO Group’s purpose is to drive progress towards net zero carbon living. To reach Plan Zero, we need everyone to come together - not just as customers buying energy, but as members with a common goal. As part of this ambitious plan, our goal is to become the ‘Leading Employer in the UK’ by 2030. If you think you could be the talent we’re looking for, then come and join the adventure!

Where in the world of OVO will I be working? 

OVO Group’s mission is to power human progress with clean affordable energy for everyone – by driving progress towards zero carbon living.

Our energy and technology companies are working together to lower our collective carbon emissions to net zero by 2030, help our members halve theirs at the same time – and support everyone we work with on their journey to zero carbon.

We’re building a zero-carbon team, inside and out. Of those who share our values, feel inspired by our mission, and trust us to lead the way to zero. When you work for OVO Group, it’s not just a job. It’s the work of a lifetime. And we want the sharpest minds to help. Up for the challenge?

What will I be doing?

As a dispatcher, you'll help to provide a first-class service to customers who have booked an appointment with us. Answering calls, covering the live chat and future technologies that will be received and making decisions to determine the most appropriate response to minimising customer inconvenience and maximising the number of jobs issued every day. You will be the first point of contact for engineers, dealing with a large amount of jobs which you will need to prioritise. Make decisions as to what resources are needed and communicate with engineers and Team Managers to deliver the best service you can with the resource available.

Key Responsibilities

• Maintain regular contact with engineers, updating the schedule where appropriate, to minimise reschedules, broken promises and customer inconvenience. Update systems to reflect short-notice changes in engineer availability.
• Mobilise appropriate resources to maximise productivity each day, updating records and systems as required to ensure there is an accurate and complete audit trail of which engineer was assigned to what job and, if applicable, reasons why jobs failed or could not be issued.
• Work closely with other dispatchers to find solutions to jobs that are, or could be, in jeopardy.
• Communicate effectively and professionally with customers via phone, email and web chat. Update system to confirm outcome of conversation and revised appointment details. Deliver best in class service always which will be measured through Customer Satisfaction Scores and quality checks.
• Contribute towards building positive working relationships with our customers and engineers. React positively and professionally in relation to any coaching and feedback and actively support the continuous improvement of systems, processes, and people.
• To monitor the dispatching of jobs to operational resources and intervening, where appropriate, to ensure that appointment times are met throughout the course of the day.

• To participate in daily conference calls for your geographical area of responsibility, provide accurate and complete information to increase situational awareness between the field and office and act accordingly to any decision(s) made by the Team Manager.
• To actively participate in team meetings, workshops, focus or working groups, suggesting where appropriate any changes to existing working practices to promote better customer experiences and more consistent levels of efficiency.
• Refer any matters to the Dispatch Team Manager that you can’t deal with yourself.
• To undertake occasional planner duties as and when required by the Planning & Scheduling Manager.

Is this the job for me? 

Essential skills and experience:

• Proven experience of operating efficiently and effectively, under periods of sustained pressure to deliver good customer outcomes and business results.
• Ability to assimilate information rapidly
• Ability to work effectively with others as part of a team
• Ability to work alone with minimal supervision at times
• Ability to actively listen and deal with the information obtained appropriately
• Ability to respond positively to change, reacting calmly and maintaining a clear focus on delivering a first-class customer service.
• Excellent keyboard skills for speed and accuracy
• Ability to actively listen and deal with the information obtained appropriately

Ideally you will have…

• Ability and willingness to switch to a variety of tasks
• Demonstrates a positive and flexible approach in line with the changing nature of Field Operations

From us you’ll get* (add/delete as appropriate for the role/brand) 

• An annual discretionary bonus
• 4% of your salary to spend on flexible lifestyle benefits
• 5% matched employer contribution to your pension
• 25 days holiday + 1 for your birthday
• And many more... 

(*) Please note that certain benefits kick-in once you have passed probation which can be up to 6 months after your start date.

We want the best people 

At OVO, we empower our people to have choice around where and when they work - flexible working arrangements can be discussed for all of our roles. Please speak to the Talent Acquisition team for more info.

We’re keen to meet people with varied backgrounds - our view is the more inclusive we are, the better our work will be. We want to build teams which represent a variety of experiences, perspectives and skills, and we recognise talent on the basis of merit and potential.

We understand some people may not apply for jobs unless they tick every box. If you're excited about joining us and think you have much of what we're looking for, even if you're not 100% sure… we'd love to hear from you.

Learn more about working in the OVO family of companies on our careers page and Glassdoor. We’re also delighted to have received a Top Employers certificate in 2018, 2019 and 2020!