Role: Resource Scheduler

Salary: £18,000 – £23,000 per annum depending one experience

Location: Chesterfield

Our client are a rapidly growing managed service provider with client’s throughout Yorkshire and the East Midlands.

The role:

• To track and monitor field engineers, reporting absence, skills deficiencies and general feedback to the Operations Manager as appropriate.
• Assist with the implementation and maintenance of internal controls/processes within the Implementation Department.
• Verify the quality, accuracy and timeliness of responses and actions taken by the team.
• Working with the Operations Manager, provide ongoing operational performance feedback to team members, including assistance with the mid-year and year-end formal performance management process.
• Monitor trends in individual team performance (daily, weekly, monthly) reporting negative trends to the Operations Manager.
• Assisting the Operations Manager with monthly statistics and management reports when required.
• To schedule the day to day workload for engineers.
• Ensuring engineers with the correct skill levels attends the call.
• Verifying parts have been arranged, ordered or collected by the attending engineer.
• Ensuring parts are booked to the correct engineer where required.
• Ensuring any workshop incidents are allocated to prepare any parts prior to the scheduled visit.
• Scheduling, where possible, the closest relevant engineer to the incident.
• Ensuring the incident has been managed efficiently in order for the engineer to have time to complete the incident within the SLA or customer requested planned window.
• Ensuring engineer working instructions within the incident reflects what is required of the engineer.
• Pro –actively chasing engineers concerned for updates on incidents to ensure incidents are being managed within SLA.
• Working with the engineering team and Operations Manager to progress aged incidents ensuring timely closure.
• To ensure that updates are placed on all incidents appropriately by engineers daily or when received from engineers via telephone.
• Ensure clear and concise quality updates reflecting true incident progression are being used and coach engineers where applicable.
• Reporting any skills, resource deficiencies, and discipline issues/general feedback concerning the engineers to the Operations Manager.
• Reporting any scheduling issues or call progression problems to the relevant AM, Service Manager or Operations Manager as appropriate.
• To instigate escalation procedures as appropriate
• Escalating customer complaint/escalations through the relevant processes.
• Act as an escalation point for the team and customers for operational issues and ensuring that any engineer technical assistance is enabled across other operational teams as required.
• Ensure customer satisfaction is maintained.
• Ensuring engineers complete incidents or update and move to the correct queue after the onsite visit as appropriate.
• Keeping the customer up to date with any changes/delays throughout the day to scheduled visits primarily via telephone.
• Responding to customer requests/queries in a timely manner.
• Maintain strong relationships with the immediate team, internal and external departments.
• Ensure that during projects, customer receive regular updates and progress in-line with the specific project plan.
• Undertake ad-hoc tasks as necessary to meet the needs of the business and its customers.
• Providing support to the Operations Manager where required within other operations teams.
• Ensure the team and team individuals work within and abide to the data security principles, policies and procedures.

The successful candidate:

• Ideally, a minimum of 2 year’s experience, any experience in the IT industry would be beneficial but not essential
• Good working knowledge of Microsoft Office applications
• Familiar with use of a CRM
• Previous experience of working in a customer facing environment is essential.
• Customer facing; empathise with users, good interpersonal skills, display active listening, polite telephone manner, be courteous
• Personal attributes; pro-active, have initiative; and a can do attitude
• Self-motivated and enthusiastic
• Excellent communication skills/written & verbal.
• Excellent organisational skills to schedule the day to day workload for engineers, ensuring most appropriate matching of incident type, engineer skills and location.
• Logical and methodical.
• Ability to provide timely and accurate record of works.
• Must be able to multi-task and work well under pressure.
• Ability to work effectively and efficiently alone or as part of a team.
• Experience with Project Management / Contract Management  (desirable)

Glu Recruit is an equal opportunities employer.