Dispatcher

We have an exciting opportunity for a Dispatch Coordinator within the Customer Operations Hub. In this role, you'll focus on customer delivery by ensuring our field-based teams are given an achievable daily work schedule, aligned with proactive and reactive network and customer demands. You'll track outstanding works to ensure swift resolutions, provide full customer contact and support throughout their journey, and contribute to the delivery of our planned and emergency asset repair programme. As a key member of the team, you'll support the implementation of our exciting strategy and represent the team at meetings. The Role:

• Manage proactive and reactive resource demands to a balanced and achievable schedule of works.
• Effectively allocate work to the operational resource within SLAs, ensuring effective utilisation of jobs.
• Ensure customers are kept at the heart of all our work, with 100% timely communication, explaining the next steps required to
complete the necessary work to their satisfaction.
• Book appointments with customers for field technicians to attend and support on-site.
• Deal with inbound and outbound calls from internal and external customers and field teams, to coordinate customer and network
support and drive the best outcome.
• Jeopardy manage our workflow, redistributing work in a day as priorities and service levels change to meet customer and
business needs.
• Liaise with operational team leaders and teams to ensure feedback is provided on delivery and available capacity against
demand.
• Proactively identify opportunities for continuous improvement and best practice, through successful problem-solving and
active daily stand-up participation.
• Attend business meetings on behalf of the Dispatch Team and take action to deliver strategic improvements.
• Ensure all work management systems are updated with every action taken, creating a visible job story in line with delivering
our customers an outstanding level of service., reliable water supplies to around 1.7 million customers within South Staffs and Cambridge, delivering exceptional customer service and great value for money.


• Proven experience in a dispatch role or a similar position, demonstrating the ability to coordinate schedules and manage
workflows.
• Excellent communicator with the skills to translate messages across a broad range of stakeholders.
• An eye for detail, driven by a customer focus.
• Experience of working in a busy, dynamically changing environment.
• Effectively plan, prioritise, and organise your own work.
• Ability to work under pressure in a dynamic and changing environment.
• Creative thinker, generating continuous improvement ideas.
• Efficient problem-solving skills.
• Effective delegation of tasks.
• Emotionally honed, self-awareness, positive behavioural attributes.
  
  Water is a precious and vital resource used in our homes and businesses daily. At South Staffs Water, we deliver high-quality and
  
  A competitive salary of up to £28,000 per annum, depending on experience
• 25 days' holiday (plus 8 bank holidays)
• Pension with employer's contribution
• Free access to a 24/7 GP service
• Discounts at select stores for personal shopping needs
• 24-hour helpline providing free and confidential advice on financial, legal, marital, and health matters for you and your
family
• Eyecare vouchers through Specsavers
• Employee Assistance Programme (EAP)
• Holiday buy-back scheme (up to a maximum of 5 days)