About the Company
The AA is the UK’s largest motoring organisation, providing roadside assistance, insurance, and other services to millions of members. With a heritage spanning over a century, we are committed to keeping Britain moving safely and efficiently. Our Brighton dispatch centre is a vital hub, coordinating rapid response for breakdowns and recoveries across Sussex and beyond. We pride ourselves on rapid response and exceptional customer service, delivered by dedicated teams like our dispatchers.
Job Description
We are seeking a highly resilient and sharp-witted Towing Dispatcher to join our dynamic team in Brighton. This role is inherently high-stress, demanding exceptional problem-solving abilities and a calm demeanor during critical incidents. You will be at the forefront of our operations, coordinating rapid roadside assistance and vehicle recovery services for our members, often under urgent circumstances. This position requires commitment to shift work, including nights, weekends, and holidays, to ensure 24/7 coverage. If you thrive in a fast-paced environment where every decision counts and possess an unwavering commitment to customer safety and service, we encourage you to apply.
Key Responsibilities
- Receive and prioritize incoming service requests via phone and digital channels, accurately assessing urgency and required resources.
- Efficiently dispatch appropriate tow trucks and roadside technicians to incident locations, optimizing routes and response times.
- Maintain constant communication with drivers, relaying critical information, providing updates, and managing their schedules and workloads.
- Liaise with customers, providing empathetic support, accurate estimated times of arrival, and managing expectations, especially during stressful situations.
- Monitor live job statuses, re-prioritize as new incidents arise, and make quick, informed decisions to resolve complex logistical challenges.
- Accurately record all call details, dispatch actions, and incident outcomes in our computer-aided dispatch (CAD) system.
- Handle driver and customer inquiries and complaints professionally, escalating issues as necessary.
- Collaborate closely with other dispatchers and supervisors to ensure seamless operational flow during shift changes and peak periods.
- Adhere to all company policies, safety protocols, and regulatory requirements.
Required Skills
- Proven ability to remain calm and effective under pressure in a high-stress environment.
- Exceptional problem-solving skills with the ability to think critically and make rapid decisions.
- Strong geographical knowledge of Sussex and surrounding areas.
- Excellent verbal and written communication skills with a professional and empathetic telephone manner.
- Proficiency in basic computer systems and comfortable learning new dispatch software.
- Ability to multi-task and manage competing priorities effectively.
- Reliable and flexible, with availability to work various shifts including nights, weekends, and holidays.
Preferred Qualifications
- Previous experience in a dispatch, logistics, emergency services, or call centre role.
- Familiarity with tow truck operations or vehicle recovery procedures.
- Experience with Computer-Aided Dispatch (CAD) systems.
- Strong customer service background.
Perks & Benefits
- Competitive salary with opportunities for overtime and shift differentials.
- Comprehensive health and wellness benefits package.
- Generous pension scheme.
- Paid time off and holiday entitlement.
- Extensive training and ongoing professional development opportunities.
- Employee assistance program for personal and professional support.
- Opportunity to be part of a critical service team that makes a real difference.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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