Despatch Operations Analyst

About the role

We’re looking for a proactive and detail-oriented Despatch Operations Analyst to join our fast-paced Despatch team in London.

In this role, you will monitor live operational data, identify service risks and trends in real time, and escalate issues quickly to minimise disruption. You’ll play a key role in improving service performance and customer experience across our network of franchise engineers.

Key responsibilities

• Monitor live operational data (vehicle tracking, billing systems, Simpro, etc.)

• Identify service issues, delays, and performance trends in real time

• Quickly escalate risks to minimise customer impact

• Analyse multiple data sources to spot inefficiencies and opportunities

• Produce regular reports on performance and operational trends

• Work closely with Despatch, Customer Service, and Franchise teams

• Turn data insights into clear, actionable recommendations

Requirements

• Strong analytical skills and ability to spot trends quickly

• Excellent attention to detail

• Confident communication skills (written and verbal)

• Highly organised and able to prioritise in a fast-paced environment

• Experience working with multiple systems/data sources

• Good knowledge of Microsoft Office (Excel, Outlook, Word)

Desirable

• Experience with Simpro or similar field service systems

• Understanding of franchise or operational environments

About Us

At Pimlico Plumbers, we are London's No.1 Premium Service Provider and have been improving and maintaining properties for over 45 years. Since 1979, our growth has been fuelled by our commitment to excellence, both in the quality of our service and the effectiveness of our sales strategies. As part of the Neighborly family, we now have even more resources and broader opportunities for further growth.

Neighborly (yes, without a u) was established over 40 years ago in the United States as a small family business. Since then, Neighborly has grown into a world-leading company in home services. Landing in the UK in 2010 as Neighbourly with a focus of acquiring and developing premium franchise brands within the home service industry. In the 15 years that Neighbourly has been in the UK, it has shown its keen intent for growth, with over 330 locations across 6 brands, and over 4,000 frontline operatives. Gaining a strong reputation for investment and franchisee development, consistently growing year-on-year.

Our Brands:

• Pimlico Plumbers

• Drain Doctor

• Bright & Beautiful

• Countrywide Grounds Maintenance

• Dream Doors

• Greensleeves Lawn Care

Brand: