Dispatcher

An exciting opportunity has arisen to join a world leading global organisation. Our client, a global IT company is currently seeking a Dispatcher. This is a full-time, permanent Hybrid role covering both day and night shifts as the office is manned 24 x 7 365 days per year based in Warrington. This role is to start ASAP and is paying up to £22,000 per annum depending on experience

Responsible for management of company's Public Sector, SubK and SSG Customer Service Calls, the prime objective being to deliver a quality service to companies Public Sector Customers by logging cases, ordering parts, and providing an Engineer on site and to provide a 'First Time Fix' by resourcing the correct skill and parts within the contractual agreement between the customer and client

Responsible for the company helpdesk ensuring calls are logged on SFDC with correct entitlement and processed according to either standard or specific call flow as well as monitoring specific cases from call logging to closure to ensure that the customers SLA can be met.

• To manage Mission Critical severity 2 Customer service calls, and to drive a 'First Time Fix' solution within the Customers
• Ensure all mailboxes/ views list are monitored and emails dealt with accordingly
• Ensure Customer service requests are responded to within the Customers contractual agreements or customer's stated business
• To proactively contact and be the single point of contact to the Customer for event management.
• To ensure that calls are kept fully and factually
• To ensure that the appropriate skilled resources are assigned within agreed timescales to meet the Customer
• To Ensure that material order requests are managed in line with GPSC (Global Parts Supply Chain) process guidelines and are available for the engineer to meet the Response or Fix SLA
• To ensure that all service requests are managed to completion and to the satisfaction of the Customer.
• To proactively manage all exceptions or escalations and to engage the relevant escalation Manager as
• To ensure that customer specific call flows are followed.
• Continually assess and improve working practices to maintain best
• Compliance with company Quality and Management
• To manage Public Sector Customer service calls, to afford company to deliver a 'First Time Fix' service
• To Ensure Customer service requests are responded to within the Customers contractual agreements or customer's stated business
• To ensure that the Customer is contacted within 30/60 minutes of call receipt and is then kept Updated.
• To ensure that the appropriate skilled resources are assigned within agreed timescales to meet the Customer
• To ensure that all exceptions or escalations are managed as per process and that the Customer Manager is alerted to potential missed SLA's or customer
• To ensure that all calls are correctly coded to explain call
• Deal with incoming Helpdesk phone calls and Emails and make any necessary outgoing phone calls
• Use & update SFDC and Service Now (Systems) to log service requests
• Ensure all cases are logged with correct service entitlements and other critical details
• Ensure cases are routed to the correct teams and business centres
• Use of the SharePoint knowledgebase for case handling information and to resolve queries
• Attend team meetings
• Maintain rapport with colleagues, engineers, and Service Delivery Managers

Essential Skills

· Computer Literate

· High level of planning and organisational skills

· Excellent communication skills and an ability to communicate at all levels

· Good interpersonal skills and sensitivity

· Proven team player

· Good keyboard skills/PC Literate

· Knowledge of the Microsoft Office suite

· Excellent interpersonal and communication skills

· Tenacity

· Excellent Customer Skills

· Good Telephone Handling skills

· Initiative

· Information Gathering

· Analysing

· Communication Skills

· Planning and Organisational Skills

· Problem analysis

· Flexibility

· Ability to work effectively in highly stressed/pressurised environment

· Able to work as part of a team

Desirable Skills

• Minimum of 1 years' experience in a customer focused environment