Customer Service Dispatcher

• Allocating existing engineering resources in order to meet customer expectations in a timely and cost-effective manner.

• Providing good communication at all times to both internal and external customers.

• Making sure that all incoming planned and unplanned work is reviewed, planned, prioritised, assigned and completed.

Role Responsibilities

• Handling and logging of customer call efficiently and by agreed procedure

• Building strong and positive relationships with customers, engineers, and colleagues

• Making sure that all customers are regularly being updated about the status of their work

• Maintenance Planning

• Allocate and monitor progress of all incoming planned and unplanned work

• Record and monitor VOR trucks, escalate when and if required

• Allocate and order Sub-contracted work.

• Absence planning of engineers in conjunction with Area Service Managers.

• Process engineer’s timesheets, checking for accuracy, productivity, overtime

• Making sure that all work is correctly charged to the customer and any error logs are cleansed regularly

• Review team resource, skill matrix and primary engineers regularly with team Area Service Managers

• Participate in internal meetings (Team meetings, Area Service Managers meetings etc.)

• Monitor engineer’s performance and escalate to Area Service Managers where appropriate.

• Procurement of Engineers Tools & Small materials

In addition to the duties and responsibilities listed, the jobholder may be required to perform other duties assigned by the Customer Service Manager such as call out and working outside of normal working hours

• Strong experience in planning, scheduling or dispatching

• Ability to work under pressure and in a fast-paced environment

• Ability to communicate on multiple levels

• IT literate

• Experience in a service-related industry with focus on work allocation is desirable

Competencies Required:

• Adaptability

• Attention to Detail

• Flexibility

• Influencing

• Integrity

• Resilience and Tenacity