Customer Scheduler Despatcher
Core
Manage up to 12 field-based engineers by routing jobs, monitoring real-time progress, and optimizing schedules to ensure optimum utilization and customer experience.
Role type
Senior IC Customer Scheduler / Despatcher
Builds
Field service operations for healthcare products and services
Domain
Healthcare distribution / Field service logistics
Required skills
Field service management software, ERP systems, CRM systems, route optimization, emergency rerouting, customer communication, work order management, geographical knowledge (UK), multi-tasking
Preferred skills
1–3 years of experience in dispatching, field service coordination, or logistics
Responsibilities
Optimize engineer diaries to achieve maximum utilization whilst reducing travel times; Coordinate multiple jobs daily for each engineer, prioritising workload based on urgency, skills required, and part availability; Actively handle dynamic changes, rerouting technicians to emergency calls, handling customer reschedules and reassigning incomplete or failed jobs; Monitor engineer tracking, job progress, and any short-notice changes in availability; Proactively identify jobs that are at risk of missing target arrival times and mobilise alternative resources to prevent breaches; Maintain constant contact with engineers, update customers on estimated times of arrival (ETAs), and manage customer expectations for appointment changes; Accurately close out work orders, process documentation, track failed appointments, and schedule necessary return visits.
