Customer Service Planner

YDU JC Air Cond & Ref Inc.- Dubai; Manchester; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Competitive salary

25 days annual leave

Holiday purchase scheme

Pension plan

Life assurance

Employee assistance program

Discounts on Johnson Controls products

Career development

Free onsite car parking

Dress Down Fridays

Job summary

Johnson Controls, a global leader in thermal management, mission-critical building systems and energy efficiency, is hiring a B2B Dispatcher. You will coordinate field engineers to deliver timely services, dispatch based on location and skills, and manage scheduling while maintaining customer communication.

Strong collaboration with internal teams will be essential. Ideal candidates have customer service experience, excellent communication and organizational skills, and the ability to work under

Qualifications

• Experience in a customer service or contact centre role.
• Strong planning, time management and organizational skills under pressure.
• Excellent written and verbal communication; adaptable.
• Conflict resolution and proactive escalation handling.
• Ability to use multiple systems and applications with attention to detail.
• Experience with dispatching software is a plus.

Responsibilities

• Coordinate and deploy field engineers to ensure timely services.
• Dispatch engineers based on location and skills to optimise routing.
• Manage scheduling system and reallocate tasks as needed.
• Provide customers with regular updates and manage expectations.
• Build strong relationships with customers, engineers and management.
• Monitor performance and adherence to routing processes; drive improvements.

Skills

Customer service

Planning

Time management

Organizational skills

Communication skills

Conflict resolution

Multitasking

Attention to detail

Tools

Dispatching software

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.

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.

Johnson Controls: Enhancing the Intelligence of Buildings

Your buildings have a purpose. They are places for people to live or work. Facilities for learning or healing. Venues for entertainment and shopping. Sites for the specialized storage of tangible goods or mission-critical data. Your buildings have a huge variety of functions; they are central to your mission. This is where Johnson Controls comes in, helping drive the outcomes that matter most. Through a full range of systems and digital solutions, we make your buildings smarter. A smarter building is safer, more comfortable, more efficient, and, ultimately, more sustainable. Most important, smarter buildings let you focus more intensely on your unique mission. Better for your people. Better for your bottom line. Better for the planet. At Johnson Controls, we’ve been making buildings smarter since 1885, and our capabilities, depth of innovation experience, and global reach have been growing ever since. Today, we offer the world’s largest portfolio of building products, technologies, software, and services; we put that portfolio to work to transform the environments where people live, work, learn and play.