Dispatch Administrator

Job Title**:Dispatch Administrator** (Area Controller)

Job Location: Wellington House, 17 Birkheads Road, Reigate. RH2 0AU

Reporting to: Internal Operations Manager

**The Business**

Met Serve Ltd is a Plumbing & Heating Company covering Surrey, Sussex, Middlesex and London. With a team of 85 our Head Office is in Reigate, Surrey. We have been trading since 2005 and complete over 8000 jobs per month; varying from minor repairs to extensive installation works.

**Job Summary**

The job involves the customer journey from start to finish ensuring that this journey is carried out to only better the customer experience. Your duties include planning an effective working day for your selected engineers using information captured from CRM and other sources, communicating your intentions to both members of staff via your planning system and to your customers, including British Gas. It is then your duty to follow this journey through by gathering information for the completed work and communicating this with both British Gas and internally ensuring that this information is clear and where required, dealt with. Admin support will be provided where reasonably required.

As a Business we have moved to a 7 day working week Mon-Sun, with elements of flexible working being introduced. When you work on a Weekend day then a day off in the week is scheduled.

**Duties & Responsibilities**
- To operate as an effective member of the team
- Continual communication via telephone, interactions & E-mails to keep all customers informed (Including call centre) managing the customer journey & expectations.
- The receiving and making of calls (Following Best Practice)
- A high standard of communication including dealing with challenging situations
- The Receiving, allocation and Dispatching of Jobs including the use of Field Application Units
- The Planning of work using both d365 other job sources and our planning system in harmony
- The planning of your day to maximize productivity and efficiency
- Capturing of all information required to completely understand the work carried out
- To Manage all KPI’s and ensure the achieving of these
- To be flexible in your approach to all aspects of work
- To carry out any duties reasonably expected within your role and skills set

You are within reason expected to cover other duties when required. Any further duties expected of you will be asked only with our full training and support where required.

**Key Skills required**
- Microsoft Office experience and ability
- High level communication skills both written and verbal
- Team Player
- Prior Customer Service and/or Office experience preferred

**Appraisal / Review System**

Annual reviews will be carried out to appraise your performance not only to ensure that standards are being maintained but to also ensure that the correct support is offered. The review system also gives a fuller understanding of the Skill set required and what is expected of your role.

**Job Types**: Full-time, Permanent

**Salary**: £24,000.00-£27,000.00 per year

**Benefits**:

- Company pension
- Life insurance
- Private medical insurance
- Referral programme
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday
- Weekend availability

Supplemental pay types:

- Yearly bonus

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 2 years (preferred)

Work Location: Hybrid remote in Reigate, RH2 0AU