Job Description

We are a fast?growing plumbing and heating company looking for an organised, proactive, and highly reliable

Dispatch / Operations Coordinator

to take control of our day?to?day operational flow.

You will be the central point of communication between customers, engineers, suppliers, and management, ensuring the right engineer is at the right place, with the right materials, at the right time.

This role is essential for scaling our plumbing/heating division and removing operational bottlenecks.

Key Responsibilities

Scheduling & Dispatch

Manage and optimise the daily diary for all engineers. Allocate jobs based on skillset, location, urgency, and availability. Adjust schedules dynamically when emergencies or cancellations occur. Ensure smooth coordination of reactive and planned works.

Operations & Administration

Order materials and equipment needed for jobs. Track job progress throughout the day and handle any engineer queries. Maintain accurate job notes, updates, and customer records. Ensure engineers have everything they need before attending a job.

Customer & Engineer Communication

Act as main contact for customers needing updates on their appointments. Liaise with engineers for ETAs, job status, and follow-ups. Handle any rescheduling, issues, or complications professionally.

KPI & Reporting

Monitor job completions, callback rates, and utilisation. Support management with daily/weekly operational performance reports. Identify bottlenecks or inefficiencies and propose improvements.

Quality & Compliance

Ensure all jobs are booked correctly with the right information. Support the onboarding and workflow for new engineers. Maintain compliance with safety, certification, and documentation requirements.

Skills & Experience Required

Experience in a fast-paced coordination, dispatcher, scheduling, or operations role (ideally within trades, engineering, or field services). Strong organisational and multitasking ability. Excellent communication skills -- confident speaking to both customers and engineers. Solid problem-solving skills and ability to think on your feet. Ability to handle pressure, tight timelines, and last-minute changes. Competent with scheduling software, CRM systems, and general admin tools. Strong attention to detail.

Personal Qualities

Calm, composed, and reliable under pressure. Takes ownership and pride in keeping operations running smoothly. Proactive -- spots issues before they become problems. Team player with a positive attitude. Wants to grow with the company as we scale.

Why Join Us?

Be an essential part of a rapidly expanding plumbing/heating division. Work in a supportive, ambitious environment. Opportunity to shape operations and help drive the business to multi?million revenue levels. Competitive salary and long-term stability.
Job Types: Full-time, Permanent

Pay: 31,200.00 per year

Benefits:

Employee discount On-site parking
Ability to commute/relocate:

Cardiff CF23 9AE: reliably commute or plan to relocate before starting work (required)
Application question(s):

Do you have your own vehicle to travel to and from job sites if/when required?
Experience:

Dispatch/Coordinating: 2 years (required)
Licence/Certification:

Driving licence (required)
Work Location: In person

Reference ID: Dispatch / Operations Coordinator