Customer Service Advisor​/scheduler​/Night

Customer Service Advisor / Work Scheduler – Day/Night

Company description Works Scheduler Customer services

Hybrid Working Available

Head of Customer Services

4 on 4 off Day and Night shifts. Shifts are 7am‑7pm and 7pm‑7am. Shift allowance payable for night and weekend work.

SWARCO UK & Ireland – The Better Way, Every Day. We are at the forefront of intelligent traffic management, delivering innovative solutions that keep people moving safely and efficiently across the UK and Ireland. Our technologies include Intelligent Traffic Systems, Traffic Signals, Parking Solutions, EV Charging and Smart Street Lighting.

We are looking for a proactive and organised Works Scheduler to join our Customer Services team.

As a Works Scheduler, you will play a vital role in ensuring the effective delivery of our maintenance and service contracts. You will coordinate reactive faults, planned maintenance activities and engineer workloads, ensuring customer service levels are consistently achieved or exceeded. Working closely with engineers, Service Delivery Managers and customers, you will take ownership of service requests from receipt through to completion while maintaining a strong focus on customer satisfaction and operational efficiency.

• Schedule and coordinate reactive fault responses in line with contractual SLAs.
• Allocate work to engineers based on location, skillset, workload and fault priority.
• Monitor and manage customer requests through to successful resolution.
• Liaise with engineers, customers, subcontractors and internal stakeholders to ensure effective service delivery.
• Schedule and track periodic inspections and planned maintenance activities.
• Escalate service issues where necessary to maintain contractual performance.
• Process maintenance and chargeable works administration, including billing support.
• Maintain accurate records within service and fault management systems.
• Support out‑of‑hours service operations on a rota basis alongside colleagues.
• Ensure compliance with all Quality, Health, Safety, Security and Environmental procedures.

We offer a competitive salary and a supportive and inclusive working environment with excellent opportunities for development and career progression.

• Hybrid working opportunities
• 25 days holiday, rising with service, plus Bank Holidays
• Holiday purchase scheme
• Company pension scheme with generous employer contributions
• Employee Assistance Programme
• Life Assurance
• Employee discounts portal
• Ongoing learning and development opportunities
• Cycle to Work scheme (where applicable)

• Experience working within a scheduling, planning or coordination role.
• Excellent customer service and telephone handling skills.
• Strong organisational and problem‑solving abilities.
• Experience using data to support decision‑making and continuous improvement.
• Good working knowledge of Microsoft Office applications, particularly Excel.
• Strong communication skills, both written and verbal.
• Ability to work independently and collaboratively within a team.
• GCSE level education or equivalent.

• Experience using fault management or scheduling systems.
• Previous experience within a service desk, helpdesk or service centre environment.
• Experience working within engineering, utilities, infrastructure or field service environments.

SWARCO is an equal opportunities employer and welcomes applications from all suitably qualified candidates.

SWARCO UK – Boothroyds Way, WF7 Featherstone. Information on processing of your personal data is available at