Scheduling Administrator – Dunstable

Think Specialist Recruitment are delighted to be working on an exclusive basis once again with a thriving and established organisation in Dunstable.

Our client is currently looking to recruit for a new Scheduler to join their busy operations team. This role would see the successful candidate reporting to the Scheduling and Parts team leader, where you would be responsible for managing and driving the Customer experiencing within our client’s busy reactive service side of the business. You would be expected to schedule customer calls in line with achieving Customer SLA’s.

The ideal candidate will be someone who is a quick responder, well organised and can demonstrate a great attention to detail. We would be really keen to speak with candidates who have previous experience working in a scheduling/call planning role.

This is a permanent role paying a salary of £24k. Hybrid working is on offer from the outset! You would be required to work from our clients Dunstable office Monday to Wednesday, and then work remotely on Thursday and Friday.

Please note that due to the nature of our client’s business there is the need to provide weekend cover. Our client has an “on-call phone” for emergencies which the team share on a weekly basis. On average you’d expect to have the phone 1 in every 10 weeks, and you are paid additionally for that week.

Duties:

• Logging calls from customers in a timely manner, ensure that you input all relevant information into the system correctly.
• Allocating service calls via the system to our client’s internal engineers and third-party suppliers.
• Juggling a busy workload throughout the day to ensure that all high priority calls are attended to as and when they come in.
• Ensuring Customer SLA’s are achieved at all times.
• Proactively completing customer updates on our client’s portals/database to ensure the customer has visibility at all times as to the status of their service call and when they can expect engineer attendance.
• Building strong working relationships with engineers to ensure smooth running of processes.
• Liaise with subcontractors to ensure correct paperwork is received, whilst ensuring any issues are escalated as required.
• Guaranteeing that engineers are fully briefed of the works ahead of attending with all job notes taken down accurately.
• Managing client expectations should any engineer’s attendances be delayed.
• Completing relevant risk assessments to ensuring engineers will not be turned away from site on arrival.
• Ordering parts and assigning to the appropriate engineer resource for a timely attendance.
• Keeping the customer informed of expected attendance time and dates (via phone, email and portals).
• Regularly contributing to the service on-call rota to support the out of hours operation of the business.

Candidate Requirements:

• Prior experience in a Scheduling/Planning position is desired.
• Strong communicator, happy to deal with a heavy volume of calls and confident speaking to a number of different stakeholders at any given time.
• Good geographic knowledge is advantageous.
• Able to multitask and work to tight deadlines.
• Demonstrate the ability to foster positive working relationships with engineers and co-workers to drive the best results for the business.
• Experience managing customer expectations in a busy, KPI-led environment.
• Exceptional written and verbal communication.
• Skilled at foreseeing issues and preventing them from occurring.  

Looking for the next step in your career? Think Specialist Recruitment.

Think Specialist Recruitment is an independent support staff recruitment agency based in Hemel Hempstead and working across the Herts, Beds and Bucks area. We specialise in permanent and temporary recruitment with areas of expertise including; administration, customer service/call centre, PA/secretarial, human resources, accountancy and finance, sales admin/sales support, marketing and IT Helpdesk/IT support.

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