Service Scheduler

☞ Businesswatch UK Fire and Security

View: 103

Update day: 30-04-2024

Location: Batley Yorkshire and the Humber

Category: Other

Industry:

Job type: Full-time

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Job content

We are looking for 2 X Service Schedulers to join our team at our office in Batley

As part of the service team your role will be to offer incident and problem management support and help achieve the goals of the service team and the business. You will drive all required areas of the service function, ensuring a quick turnaround of call analysis and closure, invoicing, procurement and delivery of parts and equipment and ensuring call KPIs are met through providing of World Class Customer Service to both internal and external customers. You will be covering both commercial and domestic customers.

What you will do

  • Answer incoming calls within agreed SLA’s
  • Sense check all site information with all customers to ensure we maintain customer records
  • Scheduling and booking and Corrective calls within the respective NSI and/or Client response KPI’s
  • Obtain the necessary information and completing correct information when creating a call
  • Scheduling and booking Small Works jobs in a timely manor
  • Contacting customers and booking in PM within the NSI deadline date to ensure KPI’s are met, achieving the minimum 90% completion rate
  • Assigning calls to engineers in the correct areas, with correct skill sets and with minimal travel time between appointments
  • Regular communication with engineers to ensure they are kept in the loop with jobs assigned to them
  • Communicate with customers to advise all appointments and changes to appointments at all times
  • Ensuring correct documentation is sent to sites where necessary within the time frame required
  • Ensuring the right number of engineers are sent to site
  • Ensuring at 3pm every day, the schedule is locked down and jobs sent to engineers for the next day
  • Ensuring all engineers PDA’s are turned on every morning and they are en route to their first job, escalating to the service area managers if this is not the case
  • Constantly reviewing the days schedule to spot any gaps and allocate further calls accordingly to ensure maximum productivity of the engineer
  • Ordering required equipment for works to be carried out
  • Booking in any further actions as required, as quickly as possible to ensure quick turnaround of any further visits
  • Providing back up support for closing and charging calls

Support the Service Admin Manager as required

You will have

  • Excellent customer service skills
  • Strong Communication Skills
  • Positive and can-do attitude
  • Problem solver
  • Proven work experience as a service administrator
  • Hands on experience with CRM software and MS Office
  • Excellent organizational and multitasking skills
  • A team player with high level of dedication
  • Ability to work under strict deadlines
  • Work well under pressure
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Deadline: 14-06-2024

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