Dispatch Controller

Dispatch Controller
Department / Function: Operations ~ Helpdesk
Location: West London (Feltham)
Hours: Shift Pattern
Dispatch Controller - Engineer Allocator, Logistics Controller, Service Coordinator
Salary: £19,000 plus £1,300 shift allowance plus bonus and benefits

An exciting opportunity has arisen for a Dispatch Controller to join our Feltham based Technical Customer Support Team. We are seeking someone with strong experience in customer support and technical troubleshooting to respond to logged calls and to follow them through to resolution. The role involves dispatching engineers and controlling their workload in order to maximise productivity and minimise customer downtime.

Ideally we are seeking someone who has worked in such a technical call centre environment and is very good with handling time pressured procedures. The role works to a shift pattern covering a mixture of earlies and lates; 4 days on and then 2 off covering the hours 7.30am to 10.30pm.

Key Responsibilities:
* To work as part of the Helpdesk Team responding to logged calls in relation to Customer Issues.
* Understand SLA agreements with Customers and ensure calls are dealt with in a timely manner.
* Tracking customer calls in the CRM database to ensure escalation procedures are being followed.
* Liaising with engineers to relay service information, close calls and escalate Customer Feedback.
* Monitoring Engineer performance and escalate any Service Issues to the relevant Area Manager.
* Provide and respond to internal and external requests in a professional manner demonstrating exceptional customer service in alignment with KPI's and SLA's.
* Effective and proactive escalating repeat fault occurrences to relevant parties through to focusing on coming up with solutions.
* Actively supervise and support designated areas of responsibility for gaming terminals throughout the UK.

Knowledge, Skills & Experience:
* Proven experience in a helpdesk team environment with knowledge of all helpdesk processes.
* Demonstrated knowledge of all support processes and practices.
* Solid geographic knowledge and understanding.
* Computer literacy ideally proficient using Microsoft Office, EDGE, CRM logging and tracking systems.
* Ability o work on own initiative with minimal supervision.
* Ability to capture relevant information and create accurate escalation or resolution data.
* Ideally some knowledge and experience working in the gaming industry

It is a thriving UK enterprise that offers exciting career prospects in all areas of our business. As an innovator in the UK gaming sector, we provide an exciting place to work in a variety of areas. The company is a wholly owned a Nasdaq-listed company which employs over 8000 people in more than 50 countries on six continents. We pride ourselves on developing and training our staff to stay at the forefront of the industry.

Please send us your details via 'Apply', and ensure you include a valid email address as you will be sent further instructions.