Customer Service Dispatcher

TN United Kingdom; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen B2B-Dispatcher, der dafür verantwortlich ist, Techniker effizient zu koordinieren und bereitzustellen. In dieser Rolle werden Sie sicherstellen, dass die Kunden zeitnahe und qualitativ hochwertige Dienstleistungen erhalten. Durch den Aufbau starker Beziehungen zu internen Teams und Technikern tragen Sie zur Lösung von Problemen und zur Steigerung der Kundenzufriedenheit bei. Sie werden auch für die Überwachung der Leistung und die Einhaltung von Prozessen verantwortlich sein, während Sie in einem unterstützenden und kollaborativen Teamumfeld arbeiten.

Benefits

Bezahlte Feiertage und Krankheitsurlaub

Umfassendes Leistungspaket

Karriereentwicklungsmöglichkeiten

Zugang zu Unternehmensressourcengruppen

Qualifications

• Erfahrung im Kundenservice oder Call-Center-Bereich.
• Starke Planungs- und Organisationsfähigkeiten.

Responsibilities

• Koordination und Bereitstellung von Technikern für den Kundenservice.
• Überwachung der Leistung und Einhaltung der Servicestandards.

Skills

Kundenservice-Erfahrung

Planungs- und Organisationsfähigkeiten

Kommunikationsfähigkeiten

Konfliktlösungsfähigkeiten

Detailgenauigkeit

Tools

Dispatching-Software

Job description

Social network you want to login/join with:

As a B2B Dispatcher, you will coordinate and deploy field engineers to ensure timely and efficient services for customers. You will dispatch engineers based on location and skills, manage a smooth scheduling system, and provide customers with regular updates. Building strong relationships with internal teams and engineers will help resolve issues quickly and maintain high customer satisfaction. Additionally, you will monitor performance, ensure adherence to routing processes, and offer constructive feedback for continuous improvement.

What we offer

Paid holidays and sick pay

Comprehensive benefits package including pension, life assurance, employee assistance program, employee referral scheme, employee discounts including high street brands, cycle 2 work scheme and discount on Johnson Controls security products

Extensive product and on the job/cross training opportunities with outstanding resources available

Encouraging and collaborative team environment

Career development through various career ladders

Dedication to safety through our Zero Harm policy

Access to business resource groups

Training on our company values

How you will do it

Dispatch engineers using software, prioritizing jobs based on needs and job urgency.

Reallocate tasks and collaborate with engineers and management to resolve any issues.

Communicate with customers, managing expectations and resolving conflicts.

Build strong relationships with customers, providing solutions and feedback for improvement.

Track job progress to ensure timely completion and adherence to service standards.

What we look for

Required

Previous experience in a customer service or contact center role.

Strong planning, time management, and organizational skills with the ability to work under pressure.

Excellent communication skills, both written and verbal, with the ability to adapt communication styles.

Conflict resolution skills and a proactive approach to handling customer escalations.

Ability to use multiple systems and applications simultaneously, with strong attention to detail.

Preferred

Experience working with dispatching software.

Familiarity with field-based operations and dispatching teams.

Knowledge of Johnson Controls Land-Based Security product range.

Strong problem-solving and analytical skills.

Experience managing performance and driving improvements through collaboration.