Job Title: Scheduler Division: Repairs and Maintenance Reports to: Customer Service Manager Direct Reports: None Main Interfaces: Scheduling Team, Residents, RLO’s, Supervisor, Contracts Manager, Client Overall Purpose: To manage the day-to-day scheduling and administration of the reactive and/or planned repairs service, ensuring that customer service targets are met. Key Tasks / Activities / Responsibilities: Manage resource planning activities to ensure efficient use of resources. Monitor performance against Key Performance Indicators (KPIs) to ensure all jobs and appointments are met. Regularly check KPI performance and analyze service failures, suggesting improvements where necessary. Ensure all reporting to business management is accurate and updated promptly, noting any errors for auditing purposes. Provide customer service to residents and clients, addressing queries and rescheduling appointments as necessary. Assist in arranging appointments and ensure that resident queries are handled efficiently. Support customer satisfaction surveys when required. Attend meetings and contribute service updates during internal team meetings. Promote a positive team atmosphere within the contract. Ensure ID badges are worn and office attire is appropriate at all times. Follow all company policies, procedures, and instructions. Collaborate with colleagues across other departments in a timely manner when necessary. Comply with policies and procedures related to sustainability, environmental compliance, and improvement initiatives. Person Specification Key Knowledge: IT literate Familiarity with the maintenance sector and its terminology Knowledge of KPIs and how to meet them Experience with scheduling tools such as ROCC, Opti-time, DRS, or similar systems Key Skills: Excellent telephone manner Strong customer service focus Good communication skills Ability to identify problems and find solutions Ability to prioritize tasks effectively Ability to meet deadlines under pressure Attention to detail Team player with the ability to collaborate with others Key Experience: Experience in a call centre or customer service environment Experience in the maintenance sector (preferred)