Customer Service Dispatcher

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.

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.
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Johnson Controls

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.