Customer Support Dispatcher

**Customer Support Dispatcher - Job Description**

A Customer Support Dispatcher is responsible for supporting the Customer Support Co-Ordinator in administrating the planning and allocation of Service/Small works engineers and ensuring the completion of tasks in accordance with client’s instructions and industry standards.

The role requires a proactive approach and excellent personal interaction with all departments.

The Customer Support Dispatcher provides support to the Customer Support Manager, Customer Support Co-Ordinator and Service/Small works engineers.

**Responsibilities**
- Answers and direct telephone calls taking messages as necessary.
- Organises and schedules PPM’s Service/Small works or reactive appointments in line with SLA’s.
- Proactively monitor engineer’s activity to ensure that you touch base with all your engineers’ daily, ensuring early dispatch and attendance of first job and monitor throughout the day to ensure job completion.
- To have a strong understanding of geographical regions and engineer coverage.
- Completes and maintains accurate records in relation to service jobs using the company’s standard documents.
- Invoices clients via finance/CST software package liaising with finance team in relation to queries.
- Attend meetings as requested and take detailed minutes.
- Maintain service/small works filing system.
- Input and maintain correct client information on data bases.
- Arrange engineer site visits with client.
- Request travel arrangements for CST staff.
- Meet and greet visitors.
- Photocopies & files appropriate documents as required.
- Assists in the completion of the service/small works file ensuring its content complies with the company process and required compliance. For e.g. NSI, BAFE, ISO.
- Assists in resolving or escalating clients & engineers queries in a timely manner.
- To assist in admin duties when required.
- To attend identified training.

**Compliance**
- The Customer Support Dispatcher is responsible for ensuring the office processes are followed and third party accreditations are complied with.
- ­ Ensure that the QMS confirms to ISO9001: 2015
- ­ Ensure processes are delivering intended outcomes
- ­ Report to Top Management on the performance of the QMS; on opportunities for improvement; on change requirements; on innovations
- ­ Ensure the promotion of customer focus
- ­ Ensure the integrity of the QMS is maintained

**Working Conditions**
- Work location is office-based, sharing a room with other administrative staff in an open-plan office.
- The work may be stressful, since a Customer Support Dispatcher is often responsible for meeting deadlines.
**Skills**

The following skills and personal qualities are required:

- Ability to undertake a wide range of administrative tasks including word processing and filing;
- Good IT skills, including knowledge of a range of software packages;
- Proven literacy, numeracy and communication skills;
- Ability to deal with difficult situations and resolve issues;
- Ability to respect confidentiality;
- Ability to work under limited supervision, including determining and organising information and managing own workload;
- The capacity to prioritise tasks and work under pressure;
- Good communication and customer service skills;
- Strong attention to detail;
- Flexibility and adaptability to changing workloads;
- Self-motivated
**Subordinates**:

- Trainee/Apprentice Administrative staff.

**Stakeholders**:

- Group Directors
- Company Directors
- Customers
- Department Managers

**Reports to**:

- Customer Support Co-Ordinator

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

**Salary**: £24,000.00-£25,000.00 per year

**Benefits**:

- Company pension
- On-site parking
- Wellness programmes
Schedule:

- Monday to Friday
COVID-19 considerations:
The office environment is observing COVID-19 guidance.

**Experience**:

- Logistics: 1 year (preferred)