Despatch Team Lead: Route & Dispatch Mastery

WILREC Limited; Reigate and Banstead; On-site; GBP 38,000 - 45,000; Full time

Job summary

WILREC Limited in Reigate is seeking a Despatch Team Leader to run a small dispatch team within a busy residential property maintenance business. You will oversee call handlers and dispatchers to route engineers efficiently across Surrey and nearby counties, ensuring fast response times and first-time resolution.

The role requires leadership, local Surrey knowledge, and technical scheduling skills; you will optimise routes, manage emergencies, and act as the link between the call centre and

Qualifications

• Leadership experience in a call centre, logistics, scheduling or emergency services environment.
• Strong knowledge of Surrey geography and traffic patterns to optimise schedules.
• Proficiency with workforce scheduling tools.
• Ability to stay calm, decisive and positive during high-volume periods.

Responsibilities

• Lead and inspire a small team of dispatchers and call handlers to meet daily service targets.
• Dynamically allocate emergencies and routine maintenance tasks based on skills and location.
• Route optimisation using live tracking to minimise travel times and maximise engineer productivity.
• Act as the main liaison between field engineers and the call centre to resolve on-site delays or parts issues.
• Handle complex customer escalations with professional and reassuring resolution.

Skills

Leadership experience

Local knowledge

Tech-savvy

Stays calm under pressure

Tools

Workforce scheduling tools

Job description

WILREC Limited in Reigate is seeking a Despatch Team Leader to run a small dispatch team within a busy residential property maintenance business. You will oversee call handlers and dispatchers to route engineers efficiently across Surrey and nearby counties, ensuring fast response times and first-time resolution.

The role requires leadership, local Surrey knowledge, and technical scheduling skills; you will optimise routes, manage emergencies, and act as the link between the call centre and