Customer Service Dispatcher

5 months ago

Manchester, United Kingdom Johnson Controls Full time

**What you will do**

You will efficiently and profitably schedule and dispatch Service & Maintenance Engineers on behalf of the land-based Security business to our Subscriber Residential ADT customers, to complete corrective and preventative maintenance visits in line with customer requirements and industry standards.

**What we can offer**
- Competitive salary
- Paid holidays and sick pay.
- Comprehensive benefits package including 7% match pension, free life assurance, employee assistance program, employee referral scheme, employee discounts including high street brands, cycle 2 work scheme and discount on Johnson Controls security products.
- Extensive product and on the job/cross training opportunities with outstanding resources available
- Encouraging and collaborative ethos
- Career development through various career ladders
- Access to business resource groups and training on things we value.

**How you will do it**
- Work closely with your manager and support the service managers and field line managers to meet customer expectations.
- Attend weekly meetings with service managers and field Line managers on teams to enhance both internal & external working relationships to ensure a clear understanding of how we can improve how we work.
- Complete checklists, daily, weekly, and monthly ensuring relevant audit reports have been completed.
- Proactively monitor engineer’s activity to ensure that you are in contact with all your engineers’ daily, ensuring early dispatch & attendance of first job & monitor throughout the day. Proactively work to ensure white space in the GANT is filled and engineer’s jobs are completed by the end of the day.
- Jeopardy management of calls and raise with senior team members when needed.
- Monitor the GANT to ensure real time visibility of your engineers, highlighted any anomalies to your TM & FLM
- Build and maintain good working relationships with your engineers, FLM’S & SM’s

**What we look for**
- Ability to plan and prioritize workloads with a structured approach.
- Ability to multi-task and work in a dynamic environment/adjust to change quickly.
- Clear communicator with good telephone manner with colleagues and customers
- Strong sense of urgency, follow-through
- Problem solving and collaboration skills to own and resolve customer issue.
- Calm, resilient and flexible with experience in a fast-paced service environment
- Ability to make decisions and challenge engineers if needed.

The operational hours (39 hours per week) are on a shift rotation basis, Monday to Friday (shift 1. 07.00-16.00, shift 2. 10.00 -1900) and occasional weekend shifts. The role is office based and located within our JCI/ADT/TYCO head office in Manchester, Newton Heath, M40 2WL.

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