Scheduler

2 days ago


Kingston Upon Hull, United Kingdom Ideal Heating Full time

Aquilo recruitment are excited to be partnering with Ideal heating to recruit for a customer scheduler to join their growing team, the role is an exciting position for an individual who enjoys a fast paced varied environment with a great culture and opportunities, this is a contract for 6 months with permanent opportunities available for the right candidate.



Job Purpose



To answer all telephone calls and deal with them to a high standard and resolve in line with Ideal current policies and procedures in a professional manner. Effectively optimise the diaries to create space for availability of appointments



Qualifications and Experience:



  • Excellent Customer Service Skills
  • Excellent Communication skills
  • Time Management
  • Experience of using computer-based systems
  • Ability to enter Data correctly and accurately


Job Responsibilities and Major Activities



  • Responsible for the scheduling of engineer’s daily routes.
  • The ability to forward plan and schedule up to a week in advance.
  • Highlight any high-risk areas as a scheduler to forward plan – for example long distance jobs or areas hit with high demand.
  • To be able to schedule either the whole country or a split North and South.
  • The ability to problem solve various complaints.
  • The ability to handle difficult calls and situations.
  • To have the confidence to liaise with engineers and Divisional Service Managers regarding all types of challenges.
  • To also be a point of contact for all Divisional Service Managers.
  • Working on a service Level Report to ensure 99% of breakdown appointments are within a ‘same day next day’ agreement.
  • Point of contact for Skype messages within the call centre, answering all messages within 2 minutes.
  • Ability to complete a variety of email tasks to be done within time constraints.
  • To liaise with commercial clients and sites to ensure an efficient service is given.
  • To be able to work through a Jeopardy Report - making sure all engineers are completing jobs within timescales as well as full support given to engineers.
  • To be able to maintain a high visits per day for the company.
  • To be able to efficiently use systems such as Service Power, gantt and salesforce.
  • To have graphical knowledge of UK postcodes.
  • Ability to work on a task que to work on bring escalated appointments forward


Key Deliverables



  • Well-practised administrative skills
  • Well proven telephone skills
  • Excellent Multi-tasking skills
  • Time Management
  • Experience of using computer-based systems
  • The ability to read, understand and process data efficiently and accurately
  • Experienced team player
  • The ability to work on own initiative
  • A high standard of numeracy, literacy, and IT skills
  • Excellent verbal and written communication skills
  • The ability to work well under pressure



Key Challenges


  • Product Knowledge
  • Process Knowledge
  • Engineer placement knowledge
  • Customer Care skills
  • Delivering internal and external customer satisfaction in a pressurised environment


Working hours:

Winter hours - 40 hours per week.

Summer hours 36 hours per week.

1 in 4 Saturdays with a day in Leu to be taken in the week when working the Saturday.


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