Scheduler, Retail

Main Duties & Responsibilities

• Responsible for the execution of the end-to-end work order management, including the co‑ordination of all planned and reactive services within remit, detailed planning of work with Integral engineering and our supply chain.
• To accurately record all information necessary to resolve reported service requests, incidents and complaints, including accurate classification to enable trend analysis.
• To monitor, action and prevent escalation of work orders and incidents to achieve agreed service levels and to keep customers informed of status and progress of resolution.
• Procurement of services from external supply partners, including purchase order creation and service delivery management.
• To develop and maintain a good understanding of the core Maximo application, mobile and scheduling systems, the facilities management services provided to clients, client systems and all relevant process and procedures.
• To identify and apply opportunities to develop and improve skills, seeking assistance to acquire new skills and maintaining record of own development and call observations.
• To keep up to date with changes to the contract and share information learned with the team and wider stakeholders.
• To handle and actively resolve any customer issues according to the Customer Complaint process.
• To be prepared to work on any CEC contracts, projects and initiatives at short notice to support the changing needs of the business.

• 2+ years working within a work order / scheduling / mobile resource planning environment; FM is advantageous.
• Experience in coordinating service delivery in a mobile field force environment, including parts management and subcontract service delivery.
• Experience of working in a customer service environment driven by customer SLAs, performance measurement and personal work targets.
• Excellent communication – both written and verbal.
• Ability to stay calm in a high‑paced environment.

Integral UK is a facilities management company. We keep the businesses and brands that you know and love, safe and operational. Our customers rely on us to ensure their properties stay in pristine condition and we take great pride in looking after them all; shops, warehouses, train stations, offices, police stations… the list goes on.