Customer Service Dispatcher

What you will do 

To efficiently and profitably schedule and dispatch Service & Maintenance Engineers on behalf of the land-based Security business, in order to complete corrective and preventative maintenance visits in line with customer requirements and industry standards.

What we offer

• Competitive salary
• Paid holidays and sick pay
• Comprehensive benefits package including pension, life assurance, employee assistance program, employee referral scheme, employee discounts including high street brands, cycle 2 work scheme and discount on Johnson Controls security products
• Extensive product and on the job/cross training opportunities with outstanding resources available
• Encouraging and collaborative team environment
• Career development through various career ladders

How you will do it 

• Work closely with your manager and support the Service Managers and Field line managers to meet customer expectations.
• Attend weekly meetings with Service Managers and Field Line Managers on teams to enhance both internal & external working relationships to ensure a clear understanding of how we can improve how we work
• Completing the checklist on a daily, weekly & monthly basis maintaining an audit trail of this activity for yourself & Your FLM’S
• Proactively monitor engineer’s activity to ensure that you are in contact with all your engineers’ daily, ensuring early dispatch & attendance of first job & monitor throughout the day. Proactively work to ensure white space in the GANT is filled and engineer’s jobs are completed by the end of the day.
• Jeopardy management of calls and escalate when needed.
• Monitor the GANT to ensure real time visibility of your engineers, highlighted any anomalies to your TM & FLM

What we look for 

Required 

• Ability to plan and prioritize workloads with a structured approach
• Ability to multi-task and work in a dynamic environment/adjust to change quickly
• Clear communicator with good telephone manner with colleagues and customers
• Computer proficiency with the ability to handle multiple PC applications at once
• Strong sense of urgency, follow-through
• Problem solving and collaboration skills to own and resolve customer issue
• Calm, resilient and flexible with experience in a fast-paced service environment
• Ability to follow process with strong attention to detail

Preferred

• Previous dispatching / planning experience

#LI-MS2

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