Planning and Dispatch Coordinator

Planning and Dispatch, as part of the Customer Service Department

Location

Hixon, Stafford

Reports to

Customer Service Manager

About our business

JLA has been providing critical assets and services to a range of businesses and sectors including Care Homes, Hospitals, Schools, and Hotels for over 50 years. These assets and services are crucial in supporting customers with their Laundry, Catering, Heating, Fire Safety, Infection Control, and Air Conditioning.

The company offers a unique, all-inclusive package called Total Care, this rental model allows customers to make a single monthly payment, to receive brand new equipment, and have maintenance costs taken care of.

When you join the JLA family, you'll also gain access to an extensive benefits package.

We care about our people and take your well-being seriously, which is why we offer a range of supportive tools for health and wellbeing, financial guidance, and legal advice. Our Employee Assistance Programme, 24/7 Wellness and Lifestyle App plus a dedicated team of Mental Health First Aiders are there to support you through life's challenges.We also offer up to 8 counselling sessions, which can be in-person or remote, providing you with the support and flexibility to suit your own personal needs.

You can reach any fitness goals with our free onsite gym at head office along with a range of other gym membership discounts available.

To offer financial support, we not only provide life assurance coverage, company sick pay, and a company pension scheme, we offer a range of added benefits such as free office parking, eye care vouchers, a cycle-to-work scheme, and exclusive discounts through our staff benefits hub.

We really pride ourselves in offering a healthy work-life balance and believe it is important to have time away to recharge which is why we provide 25 days of annual leave plus bank holidays, flexible working options, and enhanced family leave policies.

We are a company that appreciates you and invests in your success and even have a Colleague Recognition Scheme to celebrate your achievements. We're dedicated to your growth, offering support in career development and training. We value your referrals, and through our Refer a Friend scheme, you can earn up to £1,000 in bonus rewards!

The company offers a unique, all-inclusive package called Total Care, this rental model allows customers to make a single monthly payment, to receive brand new equipment, and have maintenance costs taken care of.

Role overview

The Planner/Dispatcher manages all works that come from the inbound contact and sales teams. They plan work for engineers to complete, both real time when a fault is identified and future planned for preventative maintenance works and/or installations.

It is important that the Planner/Dispatcher plans work to meet customer contract obligations, while ensuring that work is planned with maximum efficiency and that they get maximum value from the business.

The Planner/Dispatcher will collaborate regularly with colleagues within Service Delivery teams around the UK to ensure works are completed and invoiced on time. They will also work with the field, they are the first point of contact for engineers and support the Regional Leads to plan labour availability and report on performance.

Key tasks

• Taking inbound and making outbound communication with engineers and handling queries relating to jobs from a planning perspective
• Making outbound communication to customers to plan works in with them
• Managing emails in a timely and effective manner
• Works in Progress Activity
• Reviews, actions and updates the business on the progress of customer works, including:
• Ensuring all jobs to be planned/allocated are progressed within SLA
• Ensuring that jobs are progressed by engineers within the operating system when they have been physically completed.
• Ensure that are jobs are planned to be productive in terms of travelling time and time on site

Field Management

• Works with engineers daily through phone/meetings to ensure diaries are full and works are planned effectively with regional leads to plan month ahead and previous performance
• KPI reporting to service delivery management and regional leads to show performance

Criteria Essential (attributes required for candidate to be considered) Desirable (attributes can be trained or developed) Knowledge and Skills (what you know and what you can do)

• Level of computer skills
• Good knowledge of the English language, both written and verbal
• Good geographical knowledge
• Experience working in a Fire business
• Commercial knowledge/understanding

Experience (what you have done)

• Experience of working in a customer facing role
• Experience planning/scheduling works in a fast-paced environment
• Experience of working in time critical roles and the ability to multitask
• Experience planning/dispatching in Fire business

(the way you think and act)

to multitask and self-prioritise

• Ability to interact with other departments and regions within JLA