Dispatch Coordinator

Job Title: Dispatch Coordinator

Salary: To £28,642

Hours: 37 hours per week, Monday to Friday

Location: Walsall

South Staffs Water currently have an exciting opportunity at our Green Lane site for a Dispatch Coordinator within the Customer Operations Hub. Within this role, you’ll be focused wholeheartedly on customer delivery by ensuring that our field-based teams are delivered an achievable daily schedule of work, in line with our proactive and reactive network and customer demands. You will also be responsible for tracking all outstanding works to ensure we resolve things as soon as possible, providing full customer contact and support throughout their journey, and contributing to the delivery of our planned and emergency asset repair program. You’ll be a key member of the team, supporting to implement our exciting strategy, and representing the team at meetings.

Who We Are

Water is a precious and vital resource used by us all in our homes and businesses daily. At South Staffs Water we deliver high quality and reliable water supplies to around 1.5 million customers within the South Staffs and Cambridge, delivering exceptional levels of customer service and great value for money.

The Role

Key Responsibilities

• Manage proactive and reactive resource demands to a balanced and achievable schedule of works
• Effectively allocate work to operational resource within SLAs, to ensure effective utilization of jobs
• Ensure customers are kept at the heart of all our works, 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 actions to deliver strategic improvements
• Ensure all works management systems are updated with every action taken, creating a visible job story in line with delivering our customers an outstanding level of service
  
  

What You'll Need

• 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, prioritize and organise 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
  
  

What You’ll Get In Return

• Competitive Salary of £28,642 per annum depending on experience
• Company pension with employer contribution
• Store discount for personal shopping needs
• 24-hour helpline providing free and confidential advice to you and your family on financial, legal, marital and health
• 25/7 remote GP access