Customer Service Advisor - Dispatcher

At HomeServe, we're looking for proactive and organised individuals to join our Service Operations team as Dispatchers in Walsall. This is a fantastic opportunity to build a rewarding career in a fast-paced environment where your decisions directly enhance the customer experience., Our Deployment team is responsible for planning and dispatching all work across our Gas and Water Field Operations. The team ensures jobs are allocated efficiently, engineers are fully supported, and customers receive a safe, reliable, and seamless service., Dispatchers will proactively monitor internal systems ensuring that all scheduled jobs are completed within the agreed appointment windows, any jeopardy jobs are managed and ensure timely communications to Customers where changes are required. Dispatchers also take personal ownership of the engineers' plans, ensuring that jobs are assigned in a way that maximises our level of customer service by making the most effective use of HomeServe's field resources. Ensuring our engineers always have access to the parts they need. Dispatchers will work closely with members of the contact centre and field management teams to ensure that any priority appointment requirements are accommodated, and effortless customer service is delivered., To contribute to the success of a dynamic Customer Delivery team who delivers a great service to Customers while achieving specified advice, service, quality, and other targets.

• Effectively use in-house systems to optimize in-day and future job deployments which enhance field/ engineer productivity and provide good customer outcomes
• Identify and raise any issues which might cause performance issues resulting in poor customer/business outcomes
• Appropriately utilise field resource levers used to ensure customer attendance within the agreed customer SLA's
• Responsible for encouraging and developing collaborative working with Field Engineers, Service Excellence Manager and Heads of Service Excellence to shape and influence behaviour and performance across the Service Operations team
• Ensure individual, team and field engineer performance are optimised
• Accountable for the achievement of individual KPIs which drive team, departmental and field KPI's
• Ensure regulatory compliance is met in line with business and FCA requirements.
• Continuously maintain competence and develop skills, follow Best Practice, and adhere to operation processes to achieve individual, team and business KPIs
• Respond to and support Transformation projects as required ensuring they are fully embraced
• Always safeguard sensitive customer information and actively support HomeServe as a trustworthy, dependable organisation
• Comply with all legal and statutory requirements applicable, including but not exclusively legislation, data protection, health and safety and corporate governance
• Effective communication, negotiating and influencing skills to maximise deployment opportunities
• Attention to detail
• Elevated level of commitment to customer service
• Confident in dealing with customers and conflict handling
• Ability to take ownership of issues to resolution
• Good decision making
• Computer literate
• Ability to interpret Management Information
• Elevated level of analytical skills

Desirable

• Experience of operating within field dispatch/planning environment
• Knowledge of HML products and services
• Fully conversant with HML systems and processes

What can HomeServe offer me?

With over 30 years' experience in looking after UK homes, HomeServe is one of the country's leading home assistance providers. From home cover and new boilers to one-off repairs, we are always looking for ways to deliver better care to our customers.

• Fully flexible Hours: 10-hour shift within the operating window of 7am - 9pm Monday - Sunday which includes weekends and Public Holidays. Rotas are published in advance to help with your work/life balance.
• 22 days' holiday (rising to 25), with the opportunity to buy extra days. Plus, take 2 paid days to volunteer for a charity of your choice
• Access to hundreds of discounts via ORB - Our Recognition & Benefits platform, plus interest-free tech purchasing, Salary Finance, mortgage advice, and more (subject to eligibility)
• Free HomeServe policy - giving you peace of mind at home
• Pension scheme to support your future
• Health & wellbeing benefits including Paycare for Work, Virtual GP access, Will Writing support, Care Concierge, and our Employee Assistance Programme
• Free onsite parking and great links to local public transport
• Cycle to Work Scheme
• Free toast and refreshments to keep you fuelled throughout the day