JLA Group
Dispatch Coordinator
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Job title
Dispatch Coordinator
Function
Planning and Dispatch
Location
Ripponden
Reports to
Dispatch Team Leader
Responsible for staff
N/A
Working hours
37.5 hours per week worked Monday to Friday, 8.30am - 5.00pm (with rotational early, late and weekend shifts)
About our business
JLA is a mission-critical infrastructure solutions business offering services such as Laundry, Catering, Heating, Fire Safety, Infection Control, and Air Conditioning.
The company offers an end-to-end, on-premise, machine supply and breakdown service proposition under the name Total Care, and additional products and services. JLA is driven by a world-class Sales & Marketing engine, owns and maintains all assets, and has an efficient on-site operations team working with customers daily.
When you join the JLA family, you'll also gain access to an extensive benefits package.
We care about our people and take your well-being seriously, which is why we offer a range of supportive tools for health and wellbeing, financial guidance, and legal advice. Our Employee Assistance Programme, 24/7 Wellness and Lifestyle App plus a dedicated team of Mental Health First Aiders are there to support you through life's challenges. We also offer up to 8 counselling sessions, which can be in-person or remote, providing you with the support and flexibility to suit your own personal needs.
You can reach any fitness goals with our free onsite gym at head office along with a range of other gym membership discounts available.
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To offer financial support, we not only provide life assurance coverage, company sick pay, and a company pension scheme, we offer a range of added benefits such as free office parking, eye care vouchers, a cycle-to-work scheme, and exclusive discounts through our staff benefits hub.
We really pride ourselves in offering a healthy work-life balance and believe it is important to have time away to recharge which is why we provide 25 days of annual leave plus bank holidays, flexible working options, and enhanced family leave policies.
We are a company that appreciates you and invests in your success and even have a Colleague Recognition Scheme to celebrate your achievements. We're dedicated to your growth, offering support in career development and training. We value your referrals, and through our Refer a Friend scheme, you can earn up to £1,000 in bonus rewards!
Role overview
Dispatchers play a crucial role in the smooth operation of the business by ensuring all customers receive a timely and efficient service. Serving our customers is what we are here for and this role enables and supports our fantastic engineers to do just that. Our JLA engineers must be routed as effectively as possible to maximise the volume of customers attended in order to increase productivity.
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Key tasks
- Review and plan workloads for Engineers on a daily basis ensuring different KPIs are achieved
- Regional WIP (work in progress) worked daily to ensure Time to fix for customers is kept to a minimum
- Answer incoming calls from our Engineers
- Ensure parts are managed correctly
- Maintain clear communication channels with all colleagues working in the field and the office
- Proactively address problems and suggest solutions
Criteria
Essential (attributes required for candidate to be considered)
Knowledge and Skills (what you know and what you can do)
- Confident communicator with excellent communication skills
- National geographic knowledge
Experience (what you have done)
- Experience of scheduling within a fast-paced customer service environment.
- Experience of supporting colleagues working in the field and being assertive when needed.
Personal qualities (the way you think and act)
- The ability to work successfully in a KPI/target-based environment
- Must have the ability to make credible decisions in a timely manner
- Team player with a can-do attitude
- Proactive individual who thrives in a fast-paced environment.
Desirable (attributes can be trained or developed)
- Enthusiastic individual who can react to the changes in workload and priority
- The ability to complete the majority of your workload in day
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