Emergency Team Member

Recruitment for this role is carried out locally. To apply for this  position, please visit the DCC Careers Site. Please do not click the apply button on this page as applications through this site are unmonitored and may not be picked up.

Job Purpose

Reporting to the Emergency Team Supervisor, the Emergency Team Member will work alongside the existing emergency team members to ensure that calls made to the emergency line are answered in a timely manner and dealt with in line with company procedures.

Our emergency team operates 24 hours a day, 365 days a year.
 

Accountabilities

•    Answering calls on a helpdesk for our LPG customers reporting problems with their gas supply
•    Ability to log details of all calls accurately
•    Troubleshooting / diagnosing equipment faults & guiding through basic equipment resets
•    Prioritising workloads to ensure effective response times while working within SLA’s
•    Dispatching engineers within SLA’s
•    Overseeing remotely monitored product transfer on a dedicated Driver Controlled Delivery (DCD) system
•    Completing tasks (including admin / data inputting) in a timely manner in accordance with set guidelines
•    Dealing with a high volume of inbound calls particularly in peak winter months
•    Call handling for DCD (Driver controlled delivery)
This job description is for guidance purposes and the role holder will be expected to do any other tasks as is reasonably expected of them.
 

Job Holder Requirements

•    Competent telephone skills
•    Have a positive attitude towards Health & Safety and be committed to safe working practises
•    Have a flexible working approach and be able to convey a positive attitude to staff and customers at all times
•    Ability to problem solve especially when working under your own initiative
•    Close attention to detail with ability to accurately record information under pressure
•    Excellent listening skills with ability to think on the job with strong communication skills
•    Experience in the dispatch of engineers
•    Patient approach, staying calm under pressure or as workload increases
•    Strong team ethic, working as a team, for the team
•    Have a basic understanding of Microsoft Office packages