Customer Services Administrator / Dispatcher

OnSite Central Limited; Tipton; On-site; GBP 24,000 - 27,000; Full time

Job summary

A leading company in utilities is seeking a Customer Services Administrator / Dispatcher in Tipton to coordinate field team efforts and manage customer communications. This role requires exceptional organizational skills and a customer-focused attitude to handle inquiries and support service delivery effectively. The position offers a competitive salary and opportunities for career progression within a fast-paced environment.

Benefits

Full training and ongoing development support

25 days holiday plus bank holidays

Company pension

Long-term progression opportunities

Qualifications

• Experience in utilities or contractor environment preferred.
• Ability to manage multiple priorities effectively.
• Detail-oriented with a commitment to service quality.

Responsibilities

• Act as the first point of contact for customer enquiries via phone and email.
• Dispatch field operatives efficiently and maintain scheduling systems.
• Produce operational reports and log customer interactions.

Skills

Customer service

Organizational skills

Communication

IT skills

Education

Previous experience in customer service or administrative role

Tools

Microsoft Outlook

Excel

Dispatch software

Job description

Customer Services Administrator / Dispatcher

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Customer Services Administrator / Dispatcher

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Job Title: Customer Services Administrator / Dispatcher

Location: Tipton (Office-based)

Salary: Up to £27,000

A fantastic opportunity has arisen for a Customer Services Administrator / Dispatcher to join our fast-paced Metering team in Tipton. In this critical role, you’ll be the central hub for field team coordination and customer communication—ensuring smooth delivery of services related to water network issues, planned appointments, and emergencies.

This is more than just a coordination role. You’ll be part of a high-performing team in a growing business. Onsite is a key part within the South Staffordshire Group – a 3,000-strong utilities group that includes South Staffs Water, Cambridge Water, and a range of other infrastructure and engineering businesses. You'll have the chance to build a long-term career across multiple sectors and disciplines with all the support, training, and opportunity for development that comes with being part of a wider group.

What’s The Role

• Act as the first point of contact for incoming customer enquiries via phone and email, covering service issues, planned works, and emergency jobs.
• Dispatch field operatives efficiently, balancing workloads and optimising travel routes.
• Maintain real-time updates in scheduling systems to reflect live job statuses and progress.
• Work closely with site teams, supervisors, and management to manage scheduling conflicts or urgent works.
• Support management of work orders across customer portals, internal systems, and third-party software platforms.
• Ensure all customer interactions are logged and followed up promptly and accurately.
• Produce daily and weekly operational reports covering job completion, outstanding work, and SLA performance.
• Coordinate customer notifications regarding planned works, service interruptions, or delays.
• Maintain compliance records for audit and regulatory reporting.
• Escalate unresolved or complex issues to appropriate team leads for support.
  
  

What You’ll Need

• Previous experience in customer service or administrative role, ideally within utilities, construction, or a contractor environment.
• Strong IT skills, including proficiency in Microsoft Outlook, Excel, and job scheduling or dispatch software.
• Excellent organisational and time-management abilities, with the capacity to handle multiple priorities effectively.
• Clear, professional written and verbal communication skills.
• A solution-focused mindset, with the ability to stay calm and composed under pressure.
• Customer-centric approach with a friendly, professional manner.
• Reliable and punctual, with a commitment to service quality and accuracy.
• A strong team player who can also work independently and take initiative.
• Detail-oriented, with high standards of accuracy and documentation.
• Desirable experience in the water sector or wider utilities.
• Familiarity with GIS mapping tools, Confirm, or other industry-standard software.
• Basic understanding of health and safety practices related to field operations
  
  

What You’ll Get In Return

• Salary up to £27,000
• Full training and ongoing development support
• 25 days holiday plus bank holidays
• Company pension
• Exposure to one of the most dynamic and essential areas of water infrastructure services
• Opportunities for long-term progression across a diverse, multi-discipline group

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Utilities

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