Customer Service Planner

Johnson Controls; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

As a Customer Service Planner (Dispatcher) at a leading company, you will coordinate and schedule tasks for skilled Service & Maintenance Engineers, ensuring timely completion of maintenance visits. The role requires strong organizational skills and the ability to thrive in a fast-paced environment, supported by a competitive salary and comprehensive benefits package.

Benefits

Paid Holidays and Sick Pay

Comprehensive Benefits Package

Extensive Training Opportunities

Collaborative Team Environment

Career Development

Qualifications

• Previous experience in a contact center or fast-paced office environment.
• Strong planning skills with a structured approach.
• Ability to thrive in a dynamic environment.

Responsibilities

• Schedule and dispatch Service & Maintenance Engineers efficiently.
• Monitor job completions and handle call management urgently.
• Build relationships with internal and external teams.

Skills

Planning and prioritization

Multi-tasking

Clear communication

Problem-solving

Job description

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As a Customer Service Planner (Dispatcher) , you will play a key role in scheduling and dispatching our skilled Service & Maintenance Engineers for our land-based Security business. Your goal will be to efficiently coordinate corrective and preventative maintenance visits, ensuring they are completed on time and in line with customer requirements and industry standards.

What we offer

Competitive Salary – Rewarding your skills and contributions.

Paid Holidays and Sick Pay – Supporting work-life balance.

Comprehensive Benefits Package – Including pension, life assurance, employee assistance program, referral schemes, employee discounts (high street brands), Cycle-to-Work scheme, and discounts on Johnson Controls security products.

Extensive Training Opportunities – Benefit from ongoing product training and cross-training, with access to outstanding resources.

Collaborative Team Environment – Work with a supportive and encouraging team that values your contributions.

Career Development – Explore growth opportunities with clear career ladders to advance your career.

How you will do it

Collaboration : Work closely with your manager, supporting Service Managers and Field Line Managers to meet customer expectations.

Relationship Building : Attend weekly meetings with managers to improve internal and external working relationships, ensuring smooth coordination.

Proactive Monitoring : Stay in regular contact with your engineers daily, ensuring they are dispatched efficiently and that job completions are tracked throughout the day.

Efficiency Focus : Fill any gaps in the schedule (white space in the GANT) and ensure all jobs are completed by the end of the day.

Problem-Solving : Handle call management with urgency, escalate issues when necessary, and maintain visibility of engineers' real-time status, identifying any anomalies.

What we look for

Required

Previous experience working in a contact center or fast-paced office environment.

Strong planning and prioritization skills with a structured approach to work.

Ability to multi-task and thrive in a dynamic, fast-paced environment.

Clear communicator with a professional telephone manner, both with colleagues and customers.

Comfortable with computer systems and able to handle multiple PC applications simultaneously.

A sense of urgency with strong follow-through and problem-solving skills.

Preferred

Previous experience in scheduling, planning, or coordinating roles.