You will be responsible for the day-to-day management of a team of Dispatchers and Planners & Parts providing direction, instruction, and guidance to your team. You will ensure each advisor is performing in line with their individual targets and are aligned with the Field targets. Supporting the team through regular coaching and positive performance management is key in ensuring our advisors are happy and achieving great results as well as delivering world class customer service.

How you will do it 

• Responsible for end-to-end performance management of team
• Duty Manager on site and responsible for any evacuations etc.
• Responsible for the overall SLA of the department
• Accountable for the performance, productivity and quality of the team
• Responsible for the managing of the workload of the field engineers and making sure all work is planned in advance
• Handle customer escalations in a calm, measured and empathetic manner, taking ownership through to resolutions as required.
• Conduct regular coaching and feedback sessions with all advisors
• Conduct monthly performance reviews.
• Lead Dispatchers and Planners to achieve department KPIs and respond to queries within customer promise and SLAs
• Attend regular meeting with Stakeholders
• Take responsibility for promoting a positive working environment and a culture of diversity and inclusion within the team.
• Initiate, contribute and spearhead projects as they develop and/or assigned
• Work with HR to manage your team within HR polices
• Flexibility within the role
• Build relationships with Stakeholder in the office and Field

What we look for 

• Managerial courage
• Strong interpersonal skills
• Ability to perform multi-tasks
• Ability to exercise sound, independent judgment
• Has successfully demonstrated the ability to motivate others
• Creative/solution oriented
• Strong customer focus

Required 

• Strong coaching and development skills
• Effective communication skills, both oral and written
• Effective leadership skills

Preferred 

• Customer Service Team Manager experience
• Fire and Security experience
• Dispatch and Planning experience