Waterlink Scheduling Support

Summary:

As a Waterlink Scheduling Support, you'll be responsible for coordinating with customers and field teams to ensure the timely completion of work.

This includes scheduling appointments, managing workloads for field staff and contractors, and preparing daily work packs.

You'll also be in charge of organising and closing out street-work notices to meet deadlines and avoid financial penalties.

The role involves liaising with various internal departments and plumbers to address customer needs and resolve complaints.

A key part of your job is to monitor and manage operational workloads using various systems, ensuring all scheduling tools are kept up to date and all completed work is quality-checked.

Additionally, you'll report on performance metrics related to highways, commercial conversion, and new connections.

Main responsibilities:

To co-ordinate works with customers ensuring they are kept up to date with any changes or variations that occur.
Assigning field staff work based on operational and commercial requirements, work priorities and field team workloads.
Preparation of daily work information packs for contractors, gangs and plumbers.
Ensure all scheduling tools used are up to date with team briefs, training, annual leave so ensuring accurate schedules of customer appointments and management of resource.
Organise reinstatement to meet deadlines set by customers and Street-works notices.
Arrange and close street-work notices inline with Highway requirements preventing financial penalty.
Liaise with field teams and plumbers to ensure customers needs are met.
Cover other work areas as a scheduler when required.
To ensure all required plant and street-works notices are in place.
To report on operational & commercial requirements including but not limited to Highways performance (FPN,Defects, Sec 74), Commercial Conversion, CSL , Water Efficiency, Smart Metering & New connection performance & KPIs.
Liaise with South East Water departments to provide operational information, work progress and details to help resolve customer complaints.
Deal with issues that arise in an effective manner seeking help if and when required.
Utilise maximo start centres and reports to monitor and manage operational and commercial workload, updating and correcting work orders as and when required.
Using information and resources to ensure that skills & knowledge are kept up to date and continuously developed.
Utilise Maximo start centres, client systems and reports to ensure work has been completed. Quality check 100% of completed work to ensure that the field teams have updated the job with notes that are sufficient for SEW and clients in order to complete the remainder of the Customer journey process and ensure payment is received where required.
To work as part of the Waterlink team ensuring all targets and objectives are met by supporting other areas of the department when required.
Prioritise and schedule work efficiently in a fast paced, reactive environment.
To have the ability to recognise when decisions need to be escalated.

You'll need:

Skills / Qualifications / Experience
Achieved GCSE Maths and English at Grade 4/C (or equivalent)
Strong organisational and communication skills. The ability to work as part of a team under pressure in a fast-paced environment
Strong customer services skills.
Operational background, a knowledge of Maximo, Business objects, Hi affinity GIS/Geofield.

It will be a bonus if you have:

Skills / Qualifications / Experience
An NVQ Qualification Level 2 or above in Customer Service/Business Administration and/or a recognised management qualification e.g. ILM.
Previous scheduling experience

Employees are required to be flexible and to be prepared to perform duties and other tasks within their…