Planning and Dispatch, as part of the Customer Service Department
Location
Hixon, Stafford
Reports to
Customer Service Manager
About our business
JLA has been providing critical assets and services to a range of businesses and sectors including Care Homes, Hospitals, Schools, and Hotels for over 50 years. These assets and services are crucial in supporting customers with their Laundry, Catering, Heating, Fire Safety, Infection Control, and Air Conditioning.
The company offers a unique, all-inclusive package called Total Care. This rental model allows customers to make a single monthly payment to receive brand new equipment and have maintenance costs taken care of.
When you join the JLA family, you'll also gain access to an extensive benefits package.
We care about our people and take your well-being seriously, which is why we offer a range of supportive tools for health and wellbeing, financial guidance, and legal advice. Our Employee Assistance Programme, 24/7 Wellness and Lifestyle App, plus a dedicated team of Mental Health First Aiders are there to support you through life's challenges. We also offer up to 8 counselling sessions, which can be in-person or remote, providing you with the support and flexibility to suit your own personal needs.
You can reach any fitness goals with our free onsite gym at head office along with a range of other gym membership discounts available.
To offer financial support, we not only provide life assurance coverage, company sick pay, and a company pension scheme, but also a range of added benefits such as free office parking, eye care vouchers, a cycle-to-work scheme, and exclusive discounts through our staff benefits hub.
We pride ourselves on offering a healthy work-life balance and believe it is important to have time away to recharge, which is why we provide 25 days of annual leave plus bank holidays, flexible working options, and enhanced family leave policies.
We are a company that appreciates you and invests in your success, with initiatives like our Colleague Recognition Scheme to celebrate achievements. We're dedicated to your growth, offering support in career development and training. We also value your referrals, and through our Refer a Friend scheme, you can earn up to £1,000 in bonus rewards!
The company offers a unique, all-inclusive package called Total Care. This rental model allows customers to make a single monthly payment, to receive brand new equipment, and have maintenance costs taken care of.
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
* 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 with them
* Managing emails in a timely and effective manner
* Works in Progress Activity
* Reviewing, actioning, and updating 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
* Ensuring that jobs are planned to be productive in terms of travelling time and time on site
Field Management:
* Working with engineers daily through phone/meetings to ensure diaries are full and works are planned effectively with regional leads to plan month ahead and review previous performance
* KPI reporting to service delivery management and regional leads to show performance
Criteria
Essential (attributes required for candidate to be considered)
Desirable (attributes can be trained or developed)
Knowledge and Skills (what you know and what you can do)
* Level of computer skills
* Good knowledge of the English language, both written and verbal
* Good geographical knowledge
* Experience working in a Fire business
* Commercial knowledge/understanding
Experience (what you have done)
* Experience of working in a customer-facing role
* Experience planning/scheduling works in a fast-paced environment
* Experience in time-critical roles and the ability to multitask
* Experience planning/dispatching in Fire business
(the way you think and act)
Ability to multitask and self-prioritise
* Ability to interact with other departments and regions within JLA
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