Job Description

Job description

Customer service / Planning and Dispatch Coordinator

37.5 hours a week

25 days holiday plus bank holidays

About our business

We have a compelling vision to become one of the largest fire safety businesses in the UK. By bringing together our successful businesses and pooling our individual strengths we will build a business with an enviable service and product offering for both our existing and new customers. We will make JLA Fire an exciting place to be.

Role overview

The Planner/Dispatcher manages all works that come from the inbound contact and sales teams. They plan work for engineers to complete, both real time when a fault is identified and future planned for preventative maintenance works and/or installations.

It is important that the Planner/Dispatcher plans work to meet customer contract obligations, while ensuring that work is planned with maximum efficiency and that they get maximum value from the business.

The Planner/Dispatcher will collaborate regularly with colleagues within Service Delivery teams around the UK to ensure works are completed and invoiced on time. They will also work with the field, they are the first point of contact for engineers and support the Regional Leads to plan labour availability and report on performance.

Key tasks

Call/ Email Handling

Taking inbound and making outbound communication with engineers and handling queries relating to jobs from a planning perspective

Making outbound communication to customers to plan works in with them

Managing emails in a timely and effective manner

Works in Progress Activity

Reviews, actions and updates the business on the progress of customer works, including:

Ensuring all jobs to be planned/allocated are progressed within SLA

Ensuring that jobs are progressed by engineers within the operating system when they have been physically completed

Ensure that are jobs are planned to be productive in terms of travelling time and time on site

Field Management

Works with engineers daily through phone/meetings to ensure diaries are full and works are planned effectively

Works with Regional leads to plan month ahead and previous performance

Share KPI reporting to service delivery management and regional leads to show performance

Knowledge and Skills

Proficient level of computer skills

Excellent customer service skills

Good knowledge of the English language, both written and verbal

Good geographical knowledge

Experience working in a Fire business

Commercial knowledge/understanding

Experience

Experience of working in a customer facing role

Experience planning/scheduling works in a fast paced environment

Experience of working in time critical roles and the ability to multi task

Experience planning/dispatching in Fire business

Personal qualities

Excellent communication skills

Good attention to detail

Ability to multi task and self-prioritise

Good time management skills

Ability to interact with other departments and regions within JLA

Strong problem solving skills

Job Type: Full-time

Pay: From 24,297.00 per year

Benefits:

Company pension Enhanced maternity leave On-site parking Referral programme Sick pay
Ability to commute/relocate:

Stafford ST18 0PS: reliably commute or plan to relocate before starting work (required)
Experience:

Office: 1 year (required)
Work Location: In person