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 £22,297.00 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