Overview
Are you looking for an employer who is big on career development?
Do you enjoy communicating with various stakeholders?
Do you thrive on delivering on set SLAs/KPIs?
Do you want to provide the best customer service?
If yes, then read on...
We are now seeking an experienced Workforce Scheduling Controller to join us on a permanent basis at our Redditch office.
Responsibilities
Your new role will be within our Central Operations Planning team, where you’ll be covering a multitude of clients. You’ll receive work orders via various systems, manage and schedule engineers through our scheduling system in accordance with the agreed set SLAs and KPIs. You’ll be liaising between our field-based engineers and client premises, ensuring you allocate the correct skilled engineer to attend to the job, considering the store requirements, engineers’ location, and priority of the job through to availability.
You’ll be a proactive and solution-focused individual, handling various requirements which could be anything from dealing with a power cut requiring an engineer within 2 hours, to reactive maintenance work where you’ll need to schedule an engineer within 720 hours or legislative work against critical KPI’s.
You’ll already be used to working against set SLAs and KPIs, therefore, it is essential you are SLA/KPI driven with a passion to deliver and succeed. You’ll be resilient, tenacious, and confident when dealing with Engineers, able to manage challenges and persuade with ease, ensuring you achieve the best solution for the customer.
Qualifications
Our ideal candidate would have extensive knowledge of scheduling and be able to work on their own initiative. You’d have excellent administrative and time management skills, gained within a fast-paced, time-pressured environment with the ability to adapt to change quickly. You’d be an advocate for continuous improvement, looking for ways to simplify and improve processes/results to ensure the customer receives the best resolution.
Your key stakeholders will be all Field Operational Managers, Engineers, various clients, and Helpdesk colleagues. Your new team will consist of Schedulers, Senior Customer Support colleagues, Team Managers, and Operations Managers.
This is a 40-hour per week role working from 7am – 7pm across 7 days, as flexibility is required. For this role, you could have experience within any industry and sector but with an aptitude to learn quickly new processes within the Facilities Management world. What is key is that you are confident, have the experience, and are adaptable to all technology solutions.
In return, we would offer you:
* Salary: Up to £28,938 per annum, depending on experience
* Up to 4% discretionary bonus scheme, subject to achievement of targets
* 25 days annual leave + Bank Holidays
* Generous contributory pension scheme of matched contributions between 5% and 6%
* Life Assurance
* Learning & Development opportunities
* Funded Training Sponsorship Scheme
* Cycle to Work Scheme
* Healthshield Scheme
* Up to 10% off B&Q/ Trade Point
* 20% off Nuffield Fitness and Wellbeing Centres
To be considered for this position, please submit your application via the 'apply' button.
Requisition ID
2024-6391 #J-18808-Ljbffr