HVAC Planning and Dispatch Expert

JLA has been providing critical assets and services to a range of businesses and sectors including Care Homes, Hospitals, Schools, and Hotels for over 50 years. These assets and services are crucial in supporting customers with their Laundry, Catering, Heating, Fire Safety, Infection Control, and Air Conditioning.

The company offers a unique, all-inclusive package called Total Care; this rental model allows customers to make a single monthly payment, to receive brand new equipment, and have maintenance costs taken care of.

Role overview

We are looking for a customer-focused individual to join our Planning & Dispatch Team as an Expert. This is a great opportunity for someone who wants to develop in their career towards a Team Leader or Manager Role. Working as part of a vibrant and energetic team, your role is to lead by example and have the ability to know when to be hands-on, and when to lead and direct the team. You will support the team to ensure that we achieve/exceed specific customer SLAs. We are looking for a professional individual who displays resilience and enthusiasm for new challenges. You must be confident and assertive with good interpersonal skills and be able to work under pressure and prioritize work, reacting to issues as they arise. The successful candidate will be a key figure in our journey towards IFS implementation and will help guide the team through the significant change IFS will present.

Key tasks

• Support and drive the team’s performance between planning reactive and forward planning
• Supervising the team and ensuring tasks are completed within SLA and to a high standard
• Understanding and analysing data
• Identify, facilitate and share improvement opportunities in business processes
• Conduct coaching sessions and call quality monitoring
• Motivating your colleagues
• Deputising for the National Planning & Dispatch Manager
• Maintain clear communication and a great working relationship with our field colleagues, and other teams in service delivery
• Compliance reporting
• Daily SLA reporting
• Providing administrative support to the Regional Operations Managers for the on-call rota

People Management

• Set a culture of effective people management
• Set clear objectives and targets for your team members providing regular feedback on performance.
• Manage performance across the team to ensure the achievement of targets in line with targets
• Manage any employee relations issues in line with the policies set out by the business
• Coach and develop the team to ensure they perform at a high level, ensuring colleagues maintain appropriate knowledge of the business products
• Address any training and development needs and ensure teams have a personal development plan.

Service Delivery

• Demonstrate an understanding of what service delivery excellence is for your role
• Ensuring you set a culture of excellent customer service ensuring the basics are right every time and lead a team where service is central to good performance
• Work collaboratively with teams in Operations to ensure that sales and service SLAs are delivered

Managing Risk

• Awareness of your operational and regulation risks which may impact on your role
• Responsibility for reporting to your line manager any risk which may impact the business

Managing Health & Safety

• Ensuring you deliver your role within the Compliance framework set.

Criteria

Essential (attributes required for candidate to be considered)

Desirable (attributes can be trained or developed)

Knowledge and Skills (what you know and what you can do)

• Strong organisational skills to plan work effectively
• Good level of computer literacy including Microsoft Office.
• National geographic knowledge

Experience (what you have done)

• Dispatching experience
• Planning experience
• Experience of dealing with colleagues in the field and encouraging them to complete work in shift
• Strong experience in customer services

(the way you think and act)

• The ability to work successfully in a target-based environment
• Must have the ability to make decisive decisions in a timely manner
• Team player with a can-do attitude
• Enthusiastic individual who can react to the changes in workload and priority
• The ability to complete the majority of your workload in a day
• Positive individual with the ability to influence others