Scheduler, Customer Service​/HelpDesk

Brookfield House, Taporley Road, Norcott Brook, Cheshire, WA4 4EA
United Kingdom

Do you thrive on the phone, enjoy building quick rapport, and love the satisfaction of organising a day that runs like clockwork?

Pennington Choices are looking for someone with confidence, warmth, and a knack for clear communication to schedule appointments for our field‑based team.

In this fast‑paced, high‑volume calling role, you’ll be the friendly voice tenants trust—coordinating visits, managing multiple calendars, and ensuring our team is in the right place at the right time.

Your efficiency and people skills will help us deliver a smooth, positive experience for everyone of our client's tenants we support. If you enjoy a role where every call matters and your organisation truly keeps things moving, this could be the perfect opportunity to shine.

The ultimate purpose of the role is to support the planning, scheduling and deployment of our Asbestos field-based operations.

You will follow the appropriate processes to ensure that field-base operatives have booked as many work orders as is practical – both in respect of compliance (client/contract response times being met) and also quality (sufficient time is allowed for works order completion).

Field-based operatives work nationwide and for a variety of clients and include directly employed operatives and subcontracted associates.

Our schedulers within the Asbestos Scheduling team will book as many appointments as possible to support the delivery of asbestos surveys and analysis.

You will be accountable for implementing the Asbestos scheduling processes in order to effectively deploy field-base operations in the most efficient way. You will be required to ensure we book sufficient appointments on a contract by contract basis to fulfil the contract requirements and thus drive our operational and commercial performance.

Working flexibly within the team, you will deploy resources, as well as handling inbound and outbound telephony demand, and handling the accurate data import of client information. You will work collaboratively with the Scheduling Team Leader, Contract Coordinators, other schedulers, field-base operatives and Operations leaders (leaders within Pennington Choices) building rapport and trust.

In addition, you will be required to manage tenant enquiries in a friendly and helpful manner. Confidence with telephony and operating works management systems is vital.

Responsibilities include:

• Scheduling planned appointments for Asbestos field-based operatives – being conversant utilising multiple works management systems
• Uploading projects to our on-line booking platform
• Retrieving booked appointments from our online booking platform and entering onto our operating platform
• Mail Merge letters for tenants
• Recording points of contact onto our operating platform
• Handling and resolving telephone and email enquiries from tenants
• Proactive outbound telephone calls - persuading and influencing tenants to arrange appointments
• Sharing ideas and insight in order to continually improve the scheduling function including increasing appointments made, appointments kept and properties accessed

Specific team targets will include:

• Tangible productivity improvement – ensuring surveyors are fully booked each day
• Percentage of work orders fulfilled (in terms of appointments made, access and completion)
• Customer satisfaction with deployment/attendance

There are no mandatory qualifications required for this role. It is more important to assess relevant competencies and personality attributes.

This role may suit experience in a deployment and scheduling role (not sector/market specific).

The role will suit outgoing and friendly individuals that are able to build rapport.

Please note, due the remote location of our offices (not on any main train/bus routes) you will need to possess a driving licence and have your own vehicle.

1.
Priority Setting Spends their time and the time of others on what’s important; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.

2.
Functi…