| JOB TITLE | Dispatcher |
| TYPE OF EMPLOYMENT | Full-Time |
| REPORTS TO | Office Manager |
| AWARD | |
| DEPARTMENT | Administration |
| HOURS | |
| LOCATION |
This position is classified at the operational level, granting the Dispatcher the authority to assign service calls, manage technician schedules, and communicate with customers regarding service updates. The role involves coordinating with technicians and ensuring compliance with company policies and procedures. Responsibilities
| Responsibility 1 – Prioritising Service Calls
This responsibility involves prioritising and scheduling service calls to meet daily revenue and sold-hour goals. The tasks include:
The performance of this responsibility will be evaluated based on the achievement of daily revenue and efficiency goals. |
| Responsibility 2 – Relaying Information to Technicians
This responsibility involves ensuring technicians receive accurate and detailed information for each service call. The tasks include:
The performance of this responsibility will be evaluated based on the quality of information relayed and technician feedback. |
| Responsibility 3 – Manage Technician Activities
This responsibility entails managing the whereabouts and needs of technicians in the field to ensure efficient operations. The tasks include:
The performance of this responsibility will be evaluated based on technician productivity and feedback. |
| Responsibility 4 – Recording Service Call Outcomes
This responsibility involves documenting the outcomes of service calls and creating summaries for management. The tasks include:
The performance of this responsibility will be evaluated based on the accuracy and completeness of records and reports. |
| Responsibility 5 – Customer Interaction
This responsibility involves maintaining professionalism and building rapport with customers to encourage repeat business. The tasks include:
The performance of this responsibility will be evaluated based on customer satisfaction and repeat business rates. |
| Responsibility 6 – Professional Development and Training
This responsibility involves participating in training programs to enhance dispatch skills and support sales objectives. The tasks include:
The performance of this responsibility will be evaluated based on participation in training and improvements in dispatch performance. |
- Completed Year 10 or equivalent
- Sound understanding of Microsoft Office Suite or Google Workspace applications
- Certificate III in Business (Customer Engagement)
- Previous experience in a dispatch role, preferably in a trades or service-oriented business.
- Demonstrated ability to manage schedules, communicate with technicians, and handle customer inquiries.
- Experience with CRM platforms is highly regarded.
- Experience with job management platforms is advantageous.
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- Training Provided By: Office Manager
- Initial Training Details: The initial training process for a Dispatcher involves a comprehensive orientation program that familiarises them with the company's policies, procedures, and dispatch practices. This is followed by hands-on training and shadowing opportunities where they will work alongside experienced dispatchers and supervisors to understand the workflow and best practices. Additionally, the training includes workshops and practical sessions focused on dispatch skills, customer service, and issue resolution.
- Resources Available: To support their learning and development, new hires will have access to a variety of resources. These include comprehensive training manuals detailing various aspects of dispatch operations, customer service, and company policies. Online resources, including e-learning platforms, will be available for continued education and reference.
- Supervision Received From: Office Manager
- Support Structure: The position is supported by a robust support structure designed to promote continuous development and performance improvement. Regular check-ins with the Office Manager or senior dispatchers are scheduled to discuss progress, challenges, and development needs. Periodic performance reviews are conducted to evaluate performance, set goals, and identify areas for improvement. An open-door policy is in place to encourage employees to ask questions and seek assistance whenever needed. Furthermore, new hires have access to additional training sessions, workshops, and certification programs to further enhance their skills and knowledge. Mentorship programs pair new hires with experienced dispatchers to provide ongoing mentorship and support, ensuring they are well-equipped to perform their duties efficiently and grow within the company.
- Feedback Provided By: Office Manager
- Evaluation Frequency: Monthly
- Criteria for Evaluation:
The performance evaluation for a Dispatcher includes, but is not limited to:
- Customer Satisfaction: Maintaining high levels of customer satisfaction through effective communication and timely service updates. This criterion assesses the Dispatcher's customer service skills and ability to build positive relationships with customers.
- Scheduling Efficiency: The ability to schedule service calls accurately and efficiently, minimising conflicts and ensuring timely service delivery. This criterion evaluates the Dispatcher's organisational and multitasking skills.
- Issue Resolution: The effectiveness in resolving scheduling and logistical issues promptly and professionally. This criterion assesses the Dispatcher's problem-solving abilities.
- Data Accuracy: Maintaining accurate and up-to-date records of service calls and technician activities. This criterion evaluates the Dispatcher's attention to detail and data management skills.
- Communication Skills: The ability to communicate effectively with technicians, customers, and supervisors. This criterion assesses the Dispatcher's verbal and written communication skills.
Next review date:
