Dispatcher, Coordinator, Site Access, Work Planner, Scheduling

Dispatcher, Coordinator, Site Access, Work Planner, Scheduling

Job Description

- Responsible for work allocation to the Field Operations Field Engineers
- Facilitate site access for Field Engineers whilst adhering to Health and Safety
- Handle in and outbound telephone calls in line with internal SLAs
- Manage work queues (Waiting Internal, Waiting External, Spares, Estates, Jeopardy)
- Effectively using internal and external IT systems and tools
- Ensuring internal/external SLAs are achieved or mitigated if applicable

Responsibilities

Responsible for work allocation to the Field Operations Field Engineers. Primarily manual ticket assignment or through optimised automation processes within a Work Force Management system (WFM)

Working with site providers/Landlords and utilising any access IT platforms where applicable. This may also involve completing documentation (ie access forms)

Ensuring that Client are Health and Safety compliant, ie issuing permits to work, accurate completion of risk assessment and methods statements

Management of non-executable tickets in relevant queues ie waiting internal, waiting external, spares, delayed access and climatology

Handle in and outbound telephone calls in line with internal SLAs. Following professional telephone etiquette ensuring queries are handled effectively and efficiently

Real Time Gantt management: ensuring Field Engineers accept, progress, monitor and update tickets. Ensure that engineers have a consistent flow of tickets to manage

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.

Manage all incoming high priority and low priority faults that are executable, paying particular attention to high profile tickets such as big hitters, OOS and COOS

The ability to work as part of a team or off own initiate in a team driven environment. Negotiation skills with varying stakeholders are key to the role of controller.

The ability to represent The Client in a professional manor and ensure escalations are kept to a minimum and handled promptly whilst seeking support from varying interfaces.

Technical Competencies

Excellent people skills

Good customer service skills and telephone manor

IT skills

Geographical understanding