WM Donnelly & Co Ltd
Customer Service Advisor – Operations & Dispatch
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Customer Service Advisor – Operations & Dispatch
Location: East Kilbride
Job Type: Full-Time, This is initially a 6-month temporary position, with the potential for the role to be reviewed depending on business requirements.
Be at the Centre of Our Operations
WM Donnelly & Co Ltd is looking for an experienced and organised Customer Service Advisor – Operations & Dispatch to join our busy operations team.
This is more than a traditional customer service role. You will be responsible for coordinating engineers, scheduling work, managing priorities, and ensuring our customers receive an efficient and professional service.
Key Responsibilities
- Plan and schedule daily workloads for our engineers
- Dispatch and allocate jobs using JobLogic
- Monitor live job progress and make scheduling adjustments when required
- Prioritise emergency callouts
- Liaise with engineers, customers, clients, and internal departments
- Manage customer expectations and provide service updates
- Handle a high volume of inbound calls
- Resolve operational issues and support engineers throughout the day
- Maintain accurate job records and system updates
- Work towards KPIs, SLAs, and contractual response targets
- Making outbound calls to customers who are due their annual boiler service
- Contacting customers to arrange appointments and maintain service schedules
- Following up with customers regarding upcoming servicing requirements
- Promoting excellent customer retention through proactive customer contact
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Essential Requirements
- Previous experience in customer service, scheduling, dispatch, or operations coordination
- Excellent communication and telephone skills
- Strong organisational and prioritisation abilities
- Ability to multitask and work under pressure
- Good problem-solving and decision-making skills
- Strong IT skills and attention to detail
- Professional and positive approach to customer service
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Desirable
- Experience within plumbing, heating, or reactive maintenance
- Experience coordinating engineers
- Experience using job management or JobLogic
- Understanding of KPIs, SLAs, and service delivery targets
What We Offer
- Full training and ongoing support
- Opportunities for career progression
- Friendly and supportive working environment
- Company pension scheme
- Free on-site parking
If you thrive in a fast-paced environment, enjoy solving problems, and have a passion for delivering excellent customer service, we'd love to hear from you.
Pay: £12.71 per hour
Benefits:
- Casual dress
- Company pension
- Free parking
- On-site parking
Ability to commute/relocate:
Glasgow G74 4QL: reliably commute or plan to relocate before starting work (preferred)
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