Dispatch Expert

Location: Hybrid / 3 days in the office (Ripponden) Salary: up to £28,500 Vacancy Type: Permanent/Full Time Job Title Dispatch Expert Function Planning and Dispatch Location Ripponden office/Hybrid Working Reports to Dispatch Team Leader Responsible for staff No line manager responsibility 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. We also offer up to 8 counseling 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 provide life assurance coverage, company sick pay, and a company pension scheme, along with 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 in 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 dedicated to your growth, offering support in career development and training. We value your referrals, and through our Refer a Friend scheme, you can earn up to £1,000 in bonus rewards! Role Overview We are looking for a customer-focused individual to join our Dispatch Team as an Expert. This is a great opportunity for someone who wants to develop in their career towards a Team Leader Role. Working as part of a vibrant and energetic team, your role is to lead by example and have the ability to know when to be hands-on, and when to lead and direct the team. You will support the team to ensure that we achieve/exceed specific customer SLAs. Key Tasks Support and drive the team’s performance Supervise the team and ensure tasks are completed within SLA and to a high standard Report, understand, and analyze data Identify, facilitate, and share improvement opportunities in business processes Conduct coaching sessions and call quality monitoring Motivate your colleagues Deputize for the Dispatch Team Leader Maintain clear communication and a great working relationship with our field colleagues and other teams in service delivery Cover dispatching duties when required People Management Manage performance across the team to ensure the achievement of targets Coach and develop the team to ensure they perform at a high level Address any training and development needs and ensure teams have a personal development plan Service Delivery Demonstrate an understanding of what service delivery excellence is for your role Ensure you set a culture of excellent customer service Work collaboratively with teams in Operations to ensure that sales and service SLAs are delivered Managing Risk Be aware of your operational and regulatory risks which may impact your role Report to your line manager any risks which may impact the business Managing Health & Safety Deliver your role within the Compliance framework set Criteria Essential (Attributes required for candidate to be considered) Desirable (Attributes can be trained or developed) Knowledge and Skills National geographic knowledge Confident communicator Strong organizational skills to plan work effectively Good level of computer literacy including Microsoft Office and SMART Experience Dispatching experience Experience of dealing with colleagues in the field Strong experience in customer services Personal Qualities The ability to work successfully in a target-based environment Must have the ability to make decisive decisions in a timely manner Team player with a can-do attitude Enthusiastic individual who can react to the changes in workload and priority The ability to complete the majority of your workload in a day #J-18808-Ljbffr