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Scheduling Coordinator X2 job in Redditch

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Job Ref:  SS18215
Employer:  Interserve
Job Type:  Permanent
Country:  United Kingdom
City:  Redditch
Post Code:  B98
18/10/2016 00:12
Hourly Rate Bands N/A Salaried/Hourly-Paid Salaried

Position Overview
Interserve's National Service Centre currently provides Customer Service and Service Delivery across 22 of our contracts, providing our customers with first class service for their facility management needs, and also providing operational support to our Internal Engineering teams to ensure that we respond to our customers' requests correctly first time and within the agreed timeframe. It is our responsibility to manage the end to end process as efficiently and cost effectively as possible. Investment in our IT solutions has driven some exciting changes, and we are looking for a Scheduling Specialists to join our newly formed VIPER Service Delivery team. The VIPER Service Delivery team is using the latest scheduling software to manage 80 engineers, ensuring the correct utilisation of the national engineering resources and that external suppliers are engaged where required, whilst completing the administration processes correctly every time and that all of our customers' requests are responded to within their agreed SLA. The team is not directly responsible for the management of the engineers; however they are responsible for the management of the engineer's workload, time and productivity.
The Specialist will provide a highly efficient service. They will deploy the correct resource to ensure a first time resolution and fix for the customer, ranging from deploying an internal engineer with the correct skill, through to arranging for one of our subcontractors to attend but above all, arranging for a fix to happen in the quickest possible time.
Totally unflappable and full of initiative, the Scheduling Specialist will always take full ownership of each customer request and know how to come up with the best solution in double quick time. They will know their way around a computer; understand excellent service delivery and the importance of accuracy and customer focus. Above all they will be people centric and go out of their way to help colleagues and customer alike.

  • To schedule all reactive and planned work to the correct resource, paying attention to response targets, geographical locations and technical expertise
  • To have full use and understanding of systems used for logging and scheduling jobs - Maximo and 360 experience would be advantageous
  • To ensure, all engineers have a full schedule of work each day and are being fully utilised to ensure maximum productivity
  • To ensure all pre-planned visits are arranged with external and internal customers to avoid 'no access' issues
  • Arrange attendance with external subcontractors, raising the appropriate paper work such as work details and purchase orders, to enable speedy resolution within SLA
  • Ensure all jobs are attended and completed within the required response time
  • Follow-up all jobs not marked by engineers as completed after attendance and reallocate jobs as required
  • Deal with telephone queries promptly and in a professional manner
  • Ensure non-productive time is logged in the system e.g. Supplier visits, vehicle breakdowns etc
  • Advise team leader of any issues with specific jobs, clients or engineers
  • Accurately record all actions taken on the required systems to ensure a full audit trail
  • Be aware of the business continuity plan for the part of the business you work in

What we are looking for

  • Experience of working within a Service Delivery / Contact Centre team
  • Strong IT skills
  • Proven customer service skills are essential
  • Experience of working in a fast paced service centre environment
  • Experience of managing resources to optimise performance , in a target driven scheduling environment, recognising and taking into account, skills, availability and location
  • Is passionate about delivering high quality service to agreed KPIs and SLA's
  • Advanced computer skills with the ability to record and interpret information from multiple systems
  • Takes ownership and action in an ever changing environment
  • Demonstrates a high level of communication skills and has the ability to provide detailed information and advice in a clear and positive manner
  • Has the ability to interact and communicate as appropriate to the audience, from internal colleagues through to senior managers and 3 rd party suppliers
  • Has the ability to work under and respond positively to pressure in a busy and diverse environment
  • Has a creative approach to analysing and solving problems through the use of technology and reported information
  • Demonstrates compliance to policies and procedures as set by the business
  • Has a disciplined approach to the execution and completion of tasks, whilst identifying opportunities to improve service delivery
  • Able to work well as part of a team, contributing to team spirit and success
  • Maintains a positive can do attitude, readily accepting change initiatives

Working within a scheduling environment; knowledge of MAXIMO v7 or other CAFM systems; knowledge of working with scheduling software would be advantageous

Additional Information
Full Time
Compliance requirements: Counter Terrorism Check
Shift pattern: C ontracted hours will be 37.5 a week, Monday - Friday (with 1 in 6 Saturday) The successful candidate may be required to work outside of these hours to meet the needs of the business and flexibility would be required from Monday to Sunday.

About the company
Interserve's vision is to redefine the future for people and places. We are one of the world's foremost support services and construction companies, operating in the public and private sectors in the UK and internationally. We offer advice, design, construction, equipment, facilities management and front-line public services. Interserve is based in the UK and is listed in the FTSE 250 index. We have gross revenue of £3.1 billion and a workforce of over 75,000 people worldwide. We are committed to equal opportunities for all.
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