Customer Service Adviser

6 days ago


Manchester, United Kingdom Search Consultancy Full time

**Job Title: Customer Service Advisor - Dispatcher (CSC Land based security)**

**Reporting to**: Dispatch Team Manager

**Responsibilities**:

- Ensuring customer demands are met through strategic planning of workloads
- Plan and organise work by creating effective schedules, using knowledge of driving routes, geography, and traffic patterns.
- Effectively manage own workload, and work unsupervised.
- Demonstrate a strong working knowledge of technician abilities, and job scheduling
- Be able to make decisions based on workload and customer expectations
- Monitoring branch activity
- Working with FLM's to make sure engineers are utilise effectively.
- Hold weekly calls with FLMs to discuss risks and issues in branch and agree actions
- Document all weekly calls in Teams
- Use scheduling tool to get the best routes for customer and travel time for engineer
- Jeopardy Management of calls and track engineers and escalate when needed.
- Keeping customers updated on arrival times.

**Person specification**
- Ability to plan and prioritise workloads
- Ability to multi-task and work in a dynamic environment/adjust to change quickly
- Good interpersonal and communications skills
- Strong sense of urgency, follow-through and attention to detail
- 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.

**Competences**
- Customer Driven
- Integrity First
- Future focus
- One Team
- Purpose lead



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