Resource Scheduler

Resource Scheduler

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)

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