Customer Service Co-Ordinator

About the Role

Our Customer Service Dispatchers support branch Installation Teams by planning, scheduling, and tracking customer appointments. They work closely with Field Line Managers to resolve any risk situations, ensuring appointments proceed as scheduled and minimizing the likelihood of no‑shows. The role involves managing all inbound and outbound telephone activity across the UK, maximizing engineer productivity by keeping diaries fully booked and allocating correct working hours. You will also optimise resource utilisation by coordinating direct and subcontractor labour, ordering materials promptly, and liaising with third‑party providers to align lead times with customer expectations. Additional duties include supplying engineers with detailed job information for the following day, handling same‑day upsell payments, and scheduling return visits as needed. Candidates should have proven customer service experience, be computer literate, and preferably possess scheduling or planning experience within the industry. Johnson Controls has been making buildings smarter since 1885, delivering a broad portfolio of products, technologies, software, and services that enhance safety, comfort, efficiency, and sustainability. • Support Installation Teams by planning, scheduling, and tracking customer appointments. • Collaborate with Field Line Managers to resolve risk situations and minimise appointment no‑shows. • Manage all inbound and outbound UK telephone activity. • Optimise engineer productivity and ensure diaries are fully booked with correct hours. • Utilise direct and subcontractor labour to reduce downtime and lead times. • Order materials promptly and coordinate with third‑party providers on lead times. • Provide engineers with job details, process same‑day upsells, and schedule return visits.

Key Responsibilities

• ▸appointment scheduling
• ▸risk management
• ▸phone management
• ▸resource allocation
• ▸material ordering
• ▸job dispatch

What You Bring

• Required: customer service experience and computer literacy. • Preferred: scheduling/planning experience and industry background.

Requirements

• ▸customer service
• ▸computer literacy
• ▸scheduling
• ▸planning
• ▸industry background

Benefits

We offer a competitive salary that reflects your skills and experience, along with a flexible leave entitlement starting at 25 days of annual leave. Through our Holiday Purchase Scheme you can acquire up to 10 additional days, raising your total entitlement to as many as 35 days per year. Our comprehensive benefits package includes a pension scheme with up to a 7 % employer contribution match, life assurance, an employee assistance programme, and a referral scheme. Employees also enjoy exclusive discounts with high‑street brands, a cycle‑to‑work scheme, and special pricing on Johnson Controls security products. • Offer competitive salary, 25‑day annual leave plus holiday purchase up to 35 days. • Pension contribution up to 7% match, life assurance, employee assistance, and referral scheme. • Exclusive discounts on high‑street brands, cycle‑to‑work scheme, and Johnson Controls security products. • Opportunities for career development and advancement.

Work Environment

Field