Field Operations & Dispatch Coordinator

Saltire Facilities Management; Bellshill; On-site; GBP 24,300 - 29,700; Full time

Benefits offered by this job

Bereavement leave

Free parking

On-site parking

Employee discount platform

Discounted gym membership

Employee Assistance Programme

Annual leave + holidays

Volunteer day

Refer-a-friend bonus

Private healthcare

Company sick pay

Job summary

Saltire Facilities Management is seeking a Field Operations & Dispatch Coordinator to act as the operational control hub for gas engineers and field operatives. You will ensure work is planned, prioritised and delivered efficiently, safely and in line with client contracts.

This real-time coordination role goes beyond scheduling, requiring quick decisions that impact service levels, compliance and customer outcomes. You will manage scheduled and emergency works using our mobile workforce system.

Qualifications

• Dispatch/scheduling/operations coordination experience.
• Experience working to KPIs and SLAs.
• Strong organisational and prioritisation skills.
• Confident decision-making under pressure.
• Competent IT skills, including mobile workforce/PDA systems.
• Excellent verbal communication skills.

Responsibilities

• Plan, schedule and allocate daily workloads to gas engineers and field operatives.
• Dispatch work electronically via PDA/mobile workforce systems.
• Monitor live job progress and adjust schedules to meet targets.
• Prioritise and coordinate emergency callouts safely and in line with contracts.
• Maintain accurate records for audit purposes and KPI reporting.
• Provide timely service updates to clients and engineers.

Skills

Dispatch experience

KPI targets

Organisational skills

Decision making under pressure

IT skills

Verbal communication

Tools

PDA systems

Job description

Location

Bellshill

Employment Type

Full-Time | Permanent

Shift Pattern

4 on, 4 off 06:00 - 16:30 - average 32.5 hours per week

Salary

From £27,000 per year + benefits

Be at the Centre of Operational Excellence

Are you highly organised, decisive under pressure, and confident coordinating mobile teams in real time?

Do you thrive in a fast-paced operational environment where your decisions directly impact service performance and customer satisfaction?

If so, this is an opportunity to join a growing, industry-leading organisation where your role truly matters.

The Role

As a Field Operations & Dispatch Coordinator, you will act as the operational control hub for gas engineers and field operatives, ensuring work is planned, prioritised and delivered efficiently, safely and in line with client contracts.

This is not just a scheduling role - it is a real-time operational coordination position where you will make decisions that directly affect service levels, compliance and customer outcomes.

You will manage both scheduled and emergency response works through our mobile workforce management system, ensuring KPIs and SLAs are consistently achieved.

Key ResponsibilitiesOperational Coordination

• Plan, schedule and allocate daily workloads to gas engineers and field operatives
• Dispatch work electronically via PDA/mobile workforce systems
• Monitor live job progress and adjust schedules to maintain performance targets
• Prioritise and coordinate emergency callouts in line with safety regulations and contractual obligations
• Reallocate works dynamically to minimise downtime and maximise productivity

Performance & Compliance

• Ensure adherence to client KPIs, SLAs and response times
• Monitor engineer productivity and elevate operational risks when necessary
• Maintain accurate system records, job notes and completion data for audit purposes
• Support continuous improvement initiatives within Service Delivery

Communication & Operational Support

• Act as first point of contact for engineers requiring operational support
• Handle inbound calls from field operatives and manage escalations appropriately
• Liaise with internal departments and clients to provide timely service updates
• Provide accurate information within a high-volume, fast-paced environment

Key Accountabilities

• Timely and accurate allocation of works
• Achievement of contractual response and completion targets
• Effective coordination of emergency and reactive maintenance works
• Accurate system data and record integrity
• Positive and professional working relationships with engineers and stakeholders

What We're Looking For:

Essential

• Experience in a dispatch, scheduling or operations coordination role
• Experience working to KPIs and Service Level Agreements
• Strong organisational and prioritisation skills
• Ability to make confident decisions under pressure
• Competent IT skills, including mobile workforce/PDA systems
• Excellent verbal communication skills

Desirable

• Experience within gas, utilities or reactive maintenance environments
• Understanding of emergency response coordination

You'll succeed in this role if you are calm, proactive, solutions-focused and able to manage multiple priorities without losing attention to detail.

Shift Pattern

4 on, 4 off rotational pattern

1 hour unpaid break per shift

06:00 - 16:30

This structure provides consistency and predictable time off while supporting a 24/7 operational environment.

What We Offer

We recognise that strong operational teams are the backbone of our success. In return for your commitment, we offer:

• Salary from £27,000 per year
• Overtime opportunities
• Company sick pay
• Private healthcare plan
• Free on-site parking
• Employee discount and savings platform
• Discounted gym membership
• Employee Assistance Programme & mental wellbeing support
• 22 days annual leave + bank holidays (increasing with service)
• Option to buy up to 3 additional days annual leave
• 1 paid volunteer day per year
• £500 refer-a-friend bonus

About Us

Saltire Facilities Management is one of the UK’s largest independent property services providers, delivering maintenance, repair and installation services to over 120,000 social housing tenants and private homeowners.

Specialising in Renewables, Gas Services and Electrical Works, we support public sector organisations in decarbonising housing stock and meeting zero-carbon targets. We also deliver high-quality boiler installations, service plans and finance solutions to thousands of private homeowners each year.

As we continue to grow, we are strengthening our Service Delivery team and are now looking for a Field Operations & Dispatch Coordinator to play a central role in our operational performance.

Job Type: Full-time, Permanent

Benefits

• Bereavement leave
• Free parking
• On-site parking

Experience

• Dispatching: 2 years (required)