B2B Field Service Dispatcher: Elevate Customer Experience

Johnson Controls; Manchester; On-site; GBP 27,000 - 38,000; Full time

Benefits offered by this job

Competitive salary

Leave entitlement 25 days

Holiday purchase scheme

Pension & life assurance

Employee discounts

Career development

Free onsite parking

Dress down Fridays

Job summary

Johnson Controls in Manchester is seeking a proactive B2B Dispatcher to coordinate field engineers and ensure timely service delivery for customers. You will dispatch engineers by location and skills, manage scheduling, and provide regular customer updates while maintaining strong internal relationships.

You will monitor performance, adhere to routing processes, and offer feedback for continuous improvement.

Qualifications

• Experience in customer service or contact centre environments.
• Strong planning, time management and organisational skills under pressure.
• Excellent written and verbal communication with adaptable style.
• Conflict resolution and proactive escalation handling.
• Ability to use multiple systems and applications simultaneously, with attention to detail.

Responsibilities

• Dispatch field engineers using scheduling software, prioritising urgent needs.
• Reallocate tasks and collaborate with engineers and management to resolve issues.
• Communicate with customers to manage expectations and resolve conflicts.
• Build strong relationships with customers and engineers to provide solutions.
• Track job progress to ensure timely completion and adherence to service standards.

Skills

Customer service

Planning

Communication

Conflict resolution

Multi-system usage

Tools

Dispatching software

Job description

Johnson Controls in Manchester is seeking a proactive B2B Dispatcher to coordinate field engineers and ensure timely service delivery for customers. You will dispatch engineers by location and skills, manage scheduling, and provide regular customer updates while maintaining strong internal relationships.

You will monitor performance, adhere to routing processes, and offer feedback for continuous improvement.