Customer Service Advisor - Dispatcher

Whilst you will be required to work full time from our Nottingham office (NG6 8WR) until your probation period has successfully been completed, after this you'll become eligible for our hybrid working model. We'll also do our best to schedule late shifts and weekends to be worked from home wherever possible, when the time comes.
The Deployment department is responsible for delivery of the resource plan in line with budgeted expectations of the Central Operations function. You will:

• Provide in-day support to the field workforce through the management of work levels.


• Ensure that call handling standards are met.


• Assist in ensuring that the agreed work volumes are met and monitored throughout the day as required and that available capacity is highlighted and communicated to the appropriate teams in a timely manner with a view to securing additional appointments to maintain engineer productivity levels whilst taking into account local geography, mileage / travel time and engineer skill sets


• Maintain communication with the customer to ensure that service levels and agreed appointment slots are achieved.


• Work alongside the Parts team to ensure all parts processes are being adhered to.


• Liaise with Field Management to communicate and resolve workforce issues.


• Taking in-bound calls from Engineers/Field Managers and taking ownership to resolve queries as appropriate. Supporting customers within their claims journey.


• Respond to all escalation enquiries and provide solutions as required to deliver upon our Customer promises
  
  Good communication, negotiating and influencing skills.


• Attention to detail.


• High level of customer service skills.


• Confident in dealing with customers and conflict handling.


• Ability to take ownership of issues to resolution


• Computer Literate


Desirable:

• Experience of operating within dispatch/planning role.


• Knowledge of HML products and services.


• Fully conversant with HML systems and processes.


• Knowledge of UK geography
  
  This is a full time, permanent role, which requires successful candidates to be able to work their 40 hours a week on a fully flexible basis. Our operational hours are as follows:

Shifts: 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 holidays


• Entitlement to take 2 paid days out of the office volunteering for a charity


• Pension scheme


• Free toast and refreshments


• Access to hundreds of shopping discounts via PeopleServe. You can save up to £1000 a year over 900+ retailers across a variety of retail sectors


• Smartech - Get the latest tech at the best price and spread the payments over your salary, interest-free


• Salary Finance


• Employee Assistance Programme


• Free Cover 8 Policy


• Cycle to work scheme


• Plus much more…


Who is HomeServe?
As one of the country's leading home assistance providers, we've got 30 years' experience in looking after UK homes. From cover, new boilers to one-off repairs, we're always looking for ways to bring our Customers better care for their homes through our range of products and services. Whether it's taking care of plumbing and drainage, boiler, heating, electrics or kitchen appliances, our Home Experts are ready to get the job done. We're even here to help if our Customers need a one-off repair, boiler service or new boiler installation.