Scheduler, Customer Service​/HelpDesk

A Fantastic Opportunity: SCHEDULER

As a Scheduler you will be our customer’s first point of contact whether it’s by phone, email or letter. You will manage your own customer accounts, deal with any customer enquiries and make sure our customers have all the information needed to make their appointment go smoothly.

Working as part of a busy, engaged team, you will work and think “logistics” when scheduling customer appointments, making the best use of our engineer’s time to ultimately ensure customer satisfaction and overall productivity.

To drive excellent customer service for our internal and external customers.
Maintain your own productivity and efficiency across all scheduling activities.
Ensure you dispatch all incoming Category A work within the stated 3-hour SLA, prioritising customer safety.
Be a champion for vulnerable customers, ensuring you identify and arrange for any specific needs of the customer regarding their appointment.
Hit daily number of contact attempts and appointments to maximise productivity, utilising a range of communication methods including telephone, email and letters
Proactively work to avoid customer complaints, ensuring you escalate customer requirements or issues quickly.
Keep in regular communication with field engineers to ensure all available calendar slots are fully utilised, factoring geography and authorisation

The successful candidate must, at the start of employment have permission to work in the UK without sponsorship.

Working Hours:

Our standard working pattern is structured to provide a balanced schedule across the week:

Two days per week: 8:00 AM – 4:30 PM
Two days per week: 9:30 AM – 6:00 PM
Fridays:
Always 8:00 AM – 4:30 PM
Additionally:

One in every four Saturdays: 8:00 AM – 12:00 PM
(This Saturday shift is paid at time and a half)