Dispatch Administrator

Job Title: Dispatch Administrator

Location: Reigate

Salary: 26,000 - 28,000

Reporting to: Internal Operations Manager

Our client is a leading emergency plumbing and heating company based in Reigate, Surrey. As a company they carry out circa 8000 home visits per month; varying from minor repairs to extensive installation works. With offices in Reigate and Basingstoke they are a growing Business of 110+ Engineers and 30+ Office staff.

Job Summary

The Dispatch Administrator will be responsible for ensuring smooth communication between our customers, field technicians, and management team to facilitate timely and effective service delivery.

Duties

- Receive incoming service requests from customers via phone, email, or online platforms.

- Assess the nature and urgency of each request and prioritise accordingly.

- Coordinate with Engineers to schedule service appointments based on availability and urgency.

- Dispatch Engineers to service locations efficiently and in a timely manner.

- Serve as the primary point of contact between customers and Engineers.

- Provide updates to customers regarding Engineer arrival times and any delays.

- Communicate any changes or updates to service appointments promptly to all parties involved.

- Ensure clear and effective communication between Engineers and the management team.

- Provide exceptional customer service by addressing customer inquiries, concerns, and complaints in a professional and courteous manner.

- Ensure customer satisfaction by following up on service appointments and addressing any issues promptly.

- Being responsible achieving SLAs set by our contracts with Corporate Customers. Including Insurance Companies, Facilities Management companies and many other multi-site operators.

- All works to be carried out compliant with Data Protection rules and regulations.

- Capturing of all information required to compile information spreadsheets and data reports.

Key Skills for the Role

• Previous experience in a dispatch role is desired
• Strong communication skills including in person, on the phone and via email.
• Strong IT skills with key systems used in the business; Microsoft Office and Microsoft 365.
• Experience of leading within a fast-moving Organisation would be advantageous - preferably in a Trade or Home Visit based organisation.

What we Offer our Team

- Pension (Royal London)

- 20 days holiday plus bank holidays

- Group Life Assurance (post 6 month qualifying period)

- Group Medical Cash Plan (post 6 month qualifying period)

- Access to certain benefits and discounts

- Annual discretionary bonus scheme

- Overtime options available

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