Heating Services Lead Scheduler

4 weeks ago

Larbert, United Kingdom Certas Energy UK Ltd Full time

**We are looking for a Heating Services Lead Scheduler in our Larbert HQ**

To provide technical expertise to a team of Heating Services Schedulers. To plan and organise the workload of the engineers to ensure that financial targets are met. To lead, motivate, support, encourage and develop the team.

Deputise for the Customer Scheduling Team Manager when required, and provide day to day support for the team such as decision making, time management and HR/ER issues as the need arises.

**As a Heating Services Lead Scheduler Certas Energy you’ll have access to**:

- Competitive salary
- 25 days holiday (plus bank holidays) increasing to 26 after 2 years service
- Certas Energy group discount scheme
- Option to purchase additional, sell and/or carry annual leave
- Company Pension
- Life assurance (4x salary)
- Annual volunteering day

**Responsibilities**:

- Ensure that each engineer within the area has a full and productive day’s work, working with the cloud based work management system to move work and update customers as appropriate, and in line with company guidance on work volumes and working hours
- Work with field management to ensure that engineer time is used effectively and escalate any issues as appropriate
- Ensure that all work scheduled to an engineer has been confirmed to and with the customer via their preferred channel using the automated two-way communication system within the work management system
- Oversee the team to ensure that delivery notes are processed along with other stock management paperwork as required to support spares activities and the admin team
- Liaise with engineers and admin team as appropriate to ensure that work can be invoiced as soon as possible
- Work with field management team to support engineers and ensure work is completed in real-time and via cloud based scheduling system (with paper notes used as a last resort) ensure that work is updated in real-time throughout the day
- To deal promptly and professionally with Inbound and Outbound telephone calls involving engineers and other departments.
- Manage and action all communications and opportunities from other sources via QMS and update in a timely manner oversee QMS and CRM to ensure that work is managed within SLA, and provide a daily update on numbers in/out/in progress, oldest job, any escalations and other key metrics
- Ensure notes on jobs are up to date and accurate and support the team to hold the right people to account
- To undertake any other activities as requested by a manager within the heating services division.
- Ensure effective use of IT systems, in line with the relevant Company policies and procedures to maximise efficiency
- Challenge others and the wider team constructively in order to ensure the right decisions are made for the customer and the business
- Work with the team to suggest, investigate and implement process improvements which are in the customer and business’ best interests
- Operate in line with Heating Services’ processes and procedures to ensure consistency when managing customer journeys
- Ensure the customer is at the heart of each decision made throughout their journey with Heating Services

**What We’re looking for**:

- A minimum of GCSE Maths and English
- Minimum 2 years’ experience of working in a customer service role, involving an element of selling to customers
- Effective organisational skills in order to plan own work on a daily basis
- Proven ability to match resources within the business to meet customer requirements
- Ability to negotiate with customers and have difficult conversations as and when required
- An excellent communicator, particularly over the phone
- Confident
- High degree of self-motivation and time management
- Resilient, persistent and tenacious, able to take and provide positive and formative feedback in a constructive manner
- Possesses a results orientated attitude
- Good organisation skills and ability to prioritise, including changing of priorities in a reactive environment and situation
- Good listening skills
- Energy and enthusiasm to deal effectively with customers and engineers
- Team player

**Company Information**

Certas Energy is the leading independent distributor of fuels and lubricants in the UK.

With a national network of over 130 depots, over 900 tankers, more than 80 retail forecourts, fuel cards usable at over 2,000 sites, it is our 2,300 colleagues who keep our business moving each day.

Our team is an essential part of the robust infrastructure that consistently and dependably delivers billions of litres of high-quality fuel and associated services to homes and businesses all over the UK each year.

We’re proud of our range of innovative fuel supply and management services and are committed to provide industry leading solutions in liquid fuels, as the worlds energy mix evolves towards a zero emissions future. From the option to offset carbon emissions with each fuel order, to providing cleaner burning f

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