Customer Service Planner - Appcast Enterprise : Job Details

What you will do

As a Customer Service Planner (Dispatcher), you will play a key role in scheduling and dispatching our skilled Service & Maintenance Engineers for our land-based Security business. Your goal will be to efficiently coordinate corrective and preventative maintenance visits, ensuring they are completed on time and in line with customer requirements and industry standards.

What we offer

• Competitive Salary – Rewarding your skills and contributions.

• Paid Holidays and Sick Pay – Supporting work-life balance.

• Comprehensive Benefits Package – Including pension, life assurance, employee assistance program, referral schemes, employee discounts (high street brands), Cycle-to-Work scheme, and discounts on Johnson Controls security products.

• Extensive Training Opportunities – Benefit from ongoing product training and cross-training, with access to outstanding resources.

• Collaborative Team Environment – Work with a supportive and encouraging team that values your contributions.

• Career Development – Explore growth opportunities with clear career ladders to advance your career.

How you will do it

• Collaboration: Work closely with your manager, supporting Service Managers and Field Line Managers to meet customer expectations.

• Relationship Building: Attend weekly meetings with managers to improve internal and external working relationships, ensuring smooth coordination.

• Proactive Monitoring: Stay in regular contact with your engineers daily, ensuring they are dispatched efficiently and that job completions are tracked throughout the day.

• Efficiency Focus: Fill any gaps in the schedule (white space in the GANT) and ensure all jobs are completed by the end of the day.

• Problem-Solving: Handle call management with urgency, escalate issues when necessary, and maintain visibility of engineers' real-time status, identifying any anomalies.

What we look for

Required

• Previous experience working in a contact center or fast-paced office environment.

• Strong planning and prioritization skills with a structured approach to work.

• Ability to multi-task and thrive in a dynamic, fast-paced environment.

• Clear communicator with a professional telephone manner, both with colleagues and customers.

• Comfortable with computer systems and able to handle multiple PC applications simultaneously.

• A sense of urgency with strong follow-through and problem-solving skills.

Preferred

• Previous experience in scheduling, planning, or coordinating roles.

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