Customer Service Dispatcher - Appcast Enterprise : Job Details

What you will do 

As a B2B Dispatcher, you will coordinate and deploy field engineers to ensure timely and efficient services for customers. You will dispatch engineers based on location and skills, manage a smooth scheduling system, and provide customers with regular updates. Building strong relationships with internal teams and engineers will help resolve issues quickly and maintain high customer satisfaction. Additionally, you will monitor performance, ensure adherence to routing processes, and offer constructive feedback for continuous improvement.

What we offer

• Competitive salary

• Paid holidays and sick pay

• Comprehensive benefits package including pension, 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 team environment

• Career development through various career ladders

• Dedication to safety through our Zero Harm policy

• Access to business resource groups

• Training on our company values

How you will do it 

• Dispatch engineers using software, prioritizing jobs based on needs and job urgency.

• Reallocate tasks and collaborate with engineers and management to resolve any issues.

• Communicate with customers, managing expectations and resolving conflicts.

• Build strong relationships with customers, providing solutions and feedback for improvement.

• Track job progress to ensure timely completion and adherence to service standards.

What we look for 

Required 

• Previous experience in a customer service or contact center role.

• Strong planning, time management, and organizational skills with the ability to work under pressure.

• Excellent communication skills, both written and verbal, with the ability to adapt communication styles.

• Conflict resolution skills and a proactive approach to handling customer escalations.

• Ability to use multiple systems and applications simultaneously, with strong attention to detail.

Preferred

• Experience working with dispatching software.

• Familiarity with field-based operations and dispatching teams.

• Knowledge of Johnson Controls Land-Based Security product range.

• Strong problem-solving and analytical skills.

• Experience managing performance and driving improvements through collaboration.

#LI-MS2

#LI-Hybrid