Dispatch/Customer Service Advisor

Saltire, the UK’s largest independent provider of domestic boiler and central heating services, is currently seeking an experienced Dispatch/Customer Service Advisor to join our growing team. A dispatch/customer service advisor is responsible for responding to calls from customers and clients via the call centre or the work dispatch desk, ensuring work is prioritised accordingly and dispatched to the field operatives via the scheduling system. You’ll work within a fast-paced 24/7 contact centre environment, handling inbound calls, scheduling maintenance appointments, and resolving queries related to heating, electrical, and property services.

• Dealing with a high number of incoming calls from customers/field operatives and clients, you will deal with enquires, emergency jobs, appointment changes etc. 
• Liaise with internal departments to ensure timely resolution of issues. 
• Arrange further work appointments for customers who require follow on works to be carried out following an initial visit including telephoning to confirm and scheduling via the scheduling system. 
• Monitor engineer timescales and SLA’s ensuring deadlines are met. 
• Produce daily reporting. 
• Deliver exceptional customer service to customers and clients via phone, email, and live chat. 
• Handle inbound calls and respond to service requests and queries. 
• Re-schedule appointments for engineers and coordinate service delivery. 
• Maintain accurate records using both our in-house and client systems. 
• Follow company procedures and service level agreements. 
• Adapt to shift patterns based on contact centre traffic.

• Passion for delivering excellent customer service. 
• Strong problem-solving skills and attention to detail.
• Previous experience in a dispatch role would be beneficial.
• Previous experience in a customer service or contact centre role. 
• Excellent communication and interpersonal skills.
• Ability to work independently as well as part of a team.
• Experience in the heating, maintenance, or customer service industry is a plus, but not required.
• A positive attitude and a desire to learn and grow in your role.

• Salary starting from £24570 per year.
• Rotational shift pattern: 4 on, 4 off with choice of shift patterns – 06:00-16:30 or 07:00-17:30.
• Opportunity for overtime. 
• Company sick pay.
• Free on-site parking.
• Private health-care plan.
• Employee discount & savings across multiple retailers.
• Discounted gym membership. 
• Employee Assistance Program and Mental Well-being support.
• 22 days holiday plus bank holidays which increase with service. 
• The option to buy an additional 3 days annual leave per year.
• 1 day per year volunteer day.
• £500 refer a friend bonus.