Scheduler
2 weeks ago
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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