Call Centre - Scheduling & Dispatch Coordinator

CALL CENTRE - SCHEDULINGassist engineers with any requirements to execute work.
- Append all TICKETS with concise, appropriate notes on activities taken to make work executable - Access Requests, Confirmation and Approval dates and times and references etc.
- Comply with all FSO and Customer procedures to ensure engineer's are booked safely and legally onto site for access or climbs, securing any legal documentation required - Method Statements, Risk Assessment, Employee Certification, Insurance docs and that the Engineer is aware of any local Health and Safety Policies or procedures.
- MONITOR email account for information which may highlight known site or network issues, confirmations of access, climbs or requests for assistance from other areas of the business.
- Provide accurate payment details, Purchase Order numbers and ensure correct information is attached on all access applications. All details are recorded in accordance with local working procedures for accurate invoice approvals and customer charge backs.
- Understand the access provider costing processes; thereby enabling informed decisions to be made in order to obtain best rates, in timescales to achieve customer targets.
- Comply with Landlord procedures to secure Access, Climbs and Escorts. Understand the security and special clearance requirements at some sites.
- Review and provide updates to open work requests, with information to support the business highlighting delays or issues preventing closure.
- MONITOR all work queues, ASSIGNING TICKETS within Dispatch SLA's, ensuring the Field resource is fully optimised.

Technical Competencies (Essential and Desirable)

Proficient in the use of MS Office - Essential
Customer service skills in telephone handling - Desirable
Good written and communication skills - Essential
Experience using trouble ticketing systems - Desirable

MUST BE ELIGIBLE TO WORK IN THE EU