Scheduling Supervisor

4 weeks ago

Manchester, United Kingdom Mitie Full time

**Job Overview**

The Scheduling Supervisor will manage the overall activity of the national engineering teams and the jobs.

Using the latest scheduling software, manage the delivery of jobs allocated to the engineering delivery. The Scheduler will, using the systems and processes, ensure that the correct engineering resource is deployed to achieve first time fixes for customers. This will be using internal site based engineers as appropriate, with the aim of ensuring that the job is attended within the specified SLAs. Once attendance has been met the Scheduler will also manage the completion of the job as well as ensuring that all parts and materials are accounted for and all required documentation is completed.

This position will be contracted to work using a shift pattern of 08:00am to 17:00pm

**Main Duties**
- To ensure that your team process jobs, log information received and assign to engineers using the current CAFM system (Maximo 7.6) in an accurate and timely manner, in accordance with agreed SLA's and procedures.
- To ensure that your team is fully conversant and compliant with all helpdesk processes, which support the above.
- To fully support the Service Desk Manager by establishing and maintaining an organised, structured and well managed working environment.
- To drive and motivate a team that exceeds customer expectations and delivers a first class customer service.
- To communicate effectively with Site leads, Operations supervisors, mobile and static engineers.
- Use the commercial notes to ensure that each job is set up and processed in accordance with the contract requirements.
- To motivate and lead a happy and productive team.
- Work with the Service Desk Manager to develop and maintain the skills and enthusiasm of all helpdesk operators in a commercial contracting environment
- Drive up customer satisfaction
- Ensure that all team members taking ownership of a problem by ensuring and developing a thorough understanding of the Commercial Process.
- To keep customers well informed, coordinate mobile and static engineers and monitor work to ensure it is completed on time.
- Drive up efficiency of our Service Delivery teams.
- Day to day management of relevant employees including conduct, performance, attendance and capability. Taking the necessary and appropriate actions to address any inappropriate behaviour or low standards, with support and advice from HR
- Attendance on HR related courses to ensure competence in dealing with people management responsibilities
- Understand our contractual agreements with the customer.
- Input and deliver accurate and timely information to enable the reporting team to generate accurate status reports.
- Daily statistical analysis to ensure that our service commitments meet or exceed contracted commitments within the business operational criteria.
- Ensure that your team update customers with progress reports, where requested.
- Acquire knowledge of customer requirements; record this specific knowledge in the Contract Notes for the benefit of others.
- Build knowledge of Maximo which will allow you to complete the Commercial Process; use it to open and progress jobs through to closure in a timely and accurate manner for every contract.
- To ensure that your team take ownership of their tasks and contract(s); chase all jobs raised by the customer to completion with the engineers, and site based teams
- To understand and complete all work related documentation accurately and on time
- To understand and comply with policies and procedures
- To carry out work in a safe and diligent manner
- To comply with all Health and Safety policies and procedures
- To attend and fully participate in training and appraisal activities as required

**What we are looking for**- **Experience working in a national reactive commercial contracting helpdesk environment**:

- **Commercially astute, used to a contract operating environment with SLA's and KPI's**:

- **Enthusiasm to be leader in a growing and customer focused environment**:

- **Can demonstrate good leadership skills or potential with excellent communications and organisational abilities**:

- **Experience of a building services market would be an advantage**:

- **Knowledge of Maximo or any Helpdesk system would be an advantage**:

- **Skilled in multi-tasking**:

- **Ability to coach and motivate a helpdesk team to provide the best customer service whilst operating within defined contract terms and processes**:

- **An outgoing and calm approach that helps to build excellent working relations and a harmonious environment

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