Customer Service Dispatcher

The provided job description includes detailed responsibilities and requirements, but its formatting and focus could be improved for clarity and professionalism. Here is a refined version:

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Responsibilities include:

1. Allocating existing engineering resources to meet customer expectations promptly and cost-effectively.
2. Maintaining effective communication with both internal and external customers at all times.
3. Reviewing, planning, prioritising, assigning, and completing all incoming planned and unplanned work.

Role Responsibilities

• Handling and logging customer calls efficiently according to agreed procedures.
• Building strong, positive relationships with customers, engineers, and colleagues.
• Providing regular updates to customers regarding their work status.
• Planning maintenance activities.
• Allocating and monitoring progress of all incoming work, both planned and unplanned.
• Recording and monitoring VOR trucks, escalating issues when necessary.
• Allocating and ordering subcontracted work.
• Planning engineer absences in coordination with Area Service Managers.
• Processing engineers’ timesheets, ensuring accuracy, productivity, and overtime tracking.
• Ensuring all work is correctly billed to customers and error logs are regularly cleansed.
• Reviewing team resources, skill matrices, and primary engineers with Area Service Managers.
• Monitoring engineer performance and escalating issues appropriately.
• Procurement of engineers' tools and small materials.

Additional duties may include call-outs and working outside normal hours as assigned by the Area Service Manager.

Role Requirements

• Strong planning experience.
• Ability to work under pressure in a fast-paced environment.
• Effective communication skills across multiple levels.
• IT literacy.
• Experience in a service-related industry focusing on work allocation is desirable.