Customer Service Planner

Johnson Controls, Inc.; Manchester; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Competitive Salary

Leave Entitlement

Holiday Purchase

Pension & Life Assurance

Employee Discounts

Career Development

Onsite Parking

Dress Down Fridays

Referral Scheme

Employee Assistance Program

Job summary

Johnson Controls is seeking a proactive B2B Dispatcher to coordinate field engineers and ensure timely service delivery for customers in the UK. You will dispatch engineers by location and skill, manage scheduling, and provide customers with regular updates while building strong relationships with engineers and internal teams.

You will monitor performance, enforce routing processes, and offer feedback for continuous improvement, contributing to high customer satisfaction and efficient field

Qualifications

• Experience in customer service or call-centre environments.
• Strong planning, time management and organizational skills.
• Excellent written and verbal communication abilities.
• Proactive approach to resolving customer escalations.

Responsibilities

• Coordinate and deploy field engineers to service customers.
• Dispatch engineers by location and skill, manage scheduling.
• Provide customers with regular updates and progress notes.
• Build strong relationships with customers, engineers and internal teams.
• Monitor performance, ensure routing processes are followed, offer feedback.

Skills

Customer Service

Planning

Communication

Conflict Resolution

Multi-system Use

Dispatch Software

Time Management

Job description

What you will do

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

• Competitive Salary:Reflecting your skills and experience.

• Generous & Flexible Leave Entitlement: 25 days of annual leave (pro-rated in hours) plus time off in lieu for any Bank Holidays worked.

• Holiday Purchase Scheme: Buy up to 10 additional days, increasing your total annual entitlement to the equivalent of up to 35 days.

• Comprehensive Benefits:Including pension plan (up to 7% employer contribution match), life assurance, employee assistance program, and referral scheme.

• Exclusive Discounts:With high street brands, cycle-to-work scheme, and discounts on Johnson Controls security products.

• Career Development:Extensive opportunities for growth and advancement.

• Free Onsite Car Parking: Hassle-free commuting with dedicated parking available.

• Dress Down Fridays: A relaxed end to the week with casual attire encouraged.

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.

About Johnson Controls

Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.

For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.

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