In Day Scheduler

To provide a timely response to all customer calls and ensure appropriate action is taken to resolve customer enquiry. Prioritise those calls that could constitute a risk to health or pollution which could impact on our customers or give adverse publicity. Provide excellent customer services to all Anglian Water customers, both external and internal. Sole responsibility for ensuring verbal contact is made for high priority and out of hours work, to ensure acceptance of jobs prior to deployment. Monitor customer service levels of reactive work deployed and keep customers informed where necessary. Respond to requests for contractor or other appointments to minimise risk to the schedule and prevent abortive visits. Highlight areas of process non-compliance from field resources so that training needs may be identified. Take ownership of todays and tomorrows work schedules, to ensure that all work is completed within the agreed timescale. Review Tactical Planning, Triage and Duty Managers briefing note requirements and take appropriate action by adjusting schedule. Liaise with tactical planning where agreed capacity reservation triggers reach / exceed tolerances. Prioritise and deploy high priority reactive work according to priority matrix to field resources via telephone complying with health and safety guidelines. Ensuring resource has the availability to complete the work and remove any work that cannot be completed as a result. Monitor 3rd party appointments to ensure that all agreements are met. Where exceptions cannot be managed without impacting agreements made, identify appropriate work within the agreed business rules that can be deferred. Pro-actively contact relevant 3rd party and customers to advise early of problems with meeting agreements. Manage exceptions such as sickness and adjust schedule / re-assign work to appropriate available resource. Proactively monitor the schedule for potential jeopardy situations, making contact with field resources as appropriate to ensure their safety and minimum risk to the business. Ensure that any adjustments and work extensions are updated in the schedule, and handle any jobs that fall into jeopardy as a result. Ensure all 'locked' work is rescheduled should availability coincide with work appointments. Manage rejections and op20+ work that require completing Day 0 / Day 1 and take appropriate actions within the agreed business rules. Feedback to FLMs any work that cannot be completed Day 0 / Day 1 and agree required action i.e. overtime or approval for deferral in accordance with Operational Management Frameworks (OMF). Proactively monitor schedule for duplicate work requests to prevent un-necessary field visits. Liaise with Triage to understand requirements and resolve if required. Ensure that any quality and data errors / amendments are fed back and resolve as required. Assist in updating AW systems with relevant work information following from periods of 'downtime'. Ensure own compliance with contingency plan procedures during incidents. Relay information to other internal stakeholders in incident situations. Analysis of completed planned work using available reports, and ascertain with field resource whether more work is required e.g. if task is completed below acceptable RE. Responsible for informing Team Leaders of issues affecting scheduling, deployment and recording work. Escalate to Team Leaders when workloads cannot be completed within acceptable time constraints. Ensure that task list volumes that exceed resource are escalated to Team Leader. Escalate situations early to Duty Manager to assist in managing operational risk. Responsible for informing IS Service Desk of any issues affecting core systems. Identify continuous improvements. Proactive team communication for team prioritisation. Monitor and react to Lone Worker alarms. Support to other units within Operations as and when required.