Despatch Team Leader

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

Despatch Team Leader

Location: Reigate

38 to 45k per annum (dependent on experience)

Job Type: Full-time, Permanent Mon-Fri, office based

This leading, fast-growing property maintenance specialist serving residential clients across Surrey and the South East is looking for a despatch team leader to run a small team on an inbound call centre. This company prides its self on rapid response times, exceptional customer service, and fixing issues right the first time. They are looking for an energetic, organized, and resilient Despatch Team Leader to maintain a high standard. If you thrive in a fast-paced environment and love solving logistical puzzles, we want to hear from you!

The Role:

As a Despatch Team Leader, you will be the engine room of our daily operations. You will manage a team of call handlers and dispatchers, ensuring our fleet of trades operatives are routed efficiently across Surrey and neighbouring counties roads to reach our customers quickly.

Key Responsibilities:

• Lead & Inspire: Supervise, coach, and support a small team of dispatchers and call handlers to meet daily service targets.
• Smart Scheduling: Dynamically allocate emergencies and routine maintenance tasks to the right engineers based on skills and location.
• Route Optimisation: Use live tracking software to minimize travel times around Surrey's major routes (A3, M25, A31, M3) and maximize engineer productivity.
• Bridge the Gap: Act as the main point of contact between our field engineers and the call centre to resolve on-site delays or parts issues.
• Customer Care: Step in to handle complex customer escalations, ensuring a professional and reassuring resolution during stressful home emergencies.

What We Are Looking For:

Skills needed:

• Leadership Experience: Proven track record leading a team in a call centre, logistics, scheduling, or emergency services environment.
• Local Knowledge: A strong understanding of Surrey geography and traffic patterns to optimize daily schedules.
• Tech-Savvy: Proficiency with workforce scheduling tools
• Cool Under Pressure: The ability to stay calm, decisive, and positive during high-volume periods.