About this role
Job title: Planning and Dispatch Manager
Location: Remote with some travel
Job Purpose: To champion and drive forward efficient operation support within the planning & dispatch team to achieve an exceptional level of customer support, service and care. To develop relationships with key influencers both internally and externally. To work as an integral part of the Service team to ensure a first-class customer service is always provided, whilst adhering to customer SLA’s.
Functions: Manage the day-to-day operations of the Planning & Dispatch team, with overall responsibility for all team administration. Drive operational efficiency through the implementation and optimisation of software solutions and streamlined processes. Foster a culture of service excellence by monitoring and managing KPIs, providing coaching and support to team members, and maintaining clear, effective communication across the business.
Key duties and responsibilities:
- Create and manage agreed weekly monthly KPI reports and a general overview of service desk priorities.
- Design and manage to track daily workload through Dashboards, ensuring the teams workload are distributed fairly
- Collate customer intelligence & communicate regularly with service contracts department, along with service management team and sales where required.
- Work with Managers within Service to ensure data is cleansed and continuously audit overall system.
- Support & lead progress within the various service excellence initiatives to increase efficiency and customer centricity across the service desk.
- Manage and maintain planning & dispatch team processes and make necessary corrections as and when required
- Actively drive service desk activity to be conducted within customer SLA’s.
- Promote & provide a highly professional level of customer service at all times.
- Be an advocate of continuous learning and improvement by encouraging regular feedback through promoting an open, honest working environment for all.
- Maintain an active communication channel for customer feedback to be valued and understood.
- Actively contribute and monitor the ‘account management’ initiative across the team.
- Liaise with customers both verbally and in writing to follow up engineer’s site visits where an escalation has been required.
- Build and maintain strong relationships with internal departments to deal with all custome queries in a timely manner.
- Review and manage team capacity report, use the report to predict future capacity
Quality System Duties and