Scheduler

**Job Title -** Scheduler

**Reports to -**Service Desk Team Leader

**Location -**Hazel Grove HQ

**Hours -**FT - Mon to Friday 830am to 430pm

**Purpose of the role**

The Scheduler plays a critical role in ensuring the effective and efficient coordination of work requests, appointments, and service schedules. The role is responsible for managing workflow allocation, prioritisation, and adherence to agreed service levels. The Scheduler will work closely with engineers, subcontractors, and other teams to ensure seamless coordination to ensure all requests are processed in line with business procedures to maintain operational efficiency and a high level of service delivery.

**Key Responsibilities**

**Scheduling & Coordination**
- Ensure the effective scheduling of resources and tasks to meet service level agreements (SLAs) and business priorities.
- Oversee daily scheduling operations, ensuring a balance between workload distribution and service efficiency.
- Maintain a proactive scheduling system, ensuring engineers are assigned the right jobs based on skills, location, and resource availability.
- Proactively identify and resolve scheduling conflicts, reallocating resources as necessary to maintain service standards.
- Adhere to Aaron Access scheduling principles and maintain data integrity

**Inbox & Request Management**
- Manage the Aaron Access Inbox, ensuring all incoming requests are triaged, prioritised, and resolved in accordance with the defined procedure.
- Act as the key point of contact for access-related requests, ensuring timely resolution and escalation where necessary.
- Track and monitor request trends to identify opportunities for process improvement.

**Service Improvement & Compliance**
- Continuously review scheduling processes to enhance efficiency, reduce bottlenecks, and improve overall service delivery.
- Ensure adherence to company policies and regulatory requirements in all scheduling activities.
- Provide insights and recommendations for refining scheduling methodologies to drive operational excellence.

**Stakeholder Engagement & Communication**
- Collaborate with internal teams and external partners to ensure scheduling aligns with business needs and priorities.
- Act as a key liaison between departments to resolve scheduling conflicts and improve service coordination.
- Provide timely and transparent updates to stakeholders regarding scheduling changes and operational impacts.

**Performance Monitoring & Reporting**
- Collaborate with internal teams and external partners to ensure scheduling aligns with business needs and priorities.
- Act as a key liaison between departments to resolve scheduling conflicts and improve service coordination.
- Provide timely and transparent updates to stakeholders regarding scheduling changes and operational impacts.

**KPIs**

**Measurable outcomes you will need to focus on include**:

- Inbox Management
- maintaining a zero-chase policy by proactively updating customers.
- Right-First-Time Scheduling - minimising rework, travel and job delays through efficient scheduling.
- SLA Adherence - ensuring engineers are dispatched within contractual timeframes.
- Scheduling Efficiency & Engineer Utilisation - maximising productivity and reducing idle time.
- Job and Invoice Accuracy - processing worksheets accurately

**Skills to demonstrate**

**Essential**
- A strong commitment to delivering best-in-class customer service.
- Experience in scheduling, coordination, or a similar operational role.
- Strong organisational and multitasking skills.
- Excellent communication and stakeholder management abilities.
- Skilled in handling customer queries and escalations professionally.
- Ability to work under pressure and adapt to changing priorities.
- Attention to detail with a methodical approach to task management.
- Proficiency in relevant scheduling and communication tools.

**Desirable**
- Experience in a service desk or customer support environment.
- Experience in process improvement and embedding best practices.
- Familiarity with access management processes and compliance frameworks.
- Knowledge of IT systems and operational workflows.

**Benefits**
- 25 days annual leave plus statutory holidays.
- Company pension scheme.
- Private healthcare.
- Free on-site parking.

**Job Types**: Full-time, Permanent

**Benefits**:

- Company pension
- Free parking
- On-site parking
- Private medical insurance

Schedule:

- Monday to Friday

Work Location: In person

Reference ID: AA1
Expected start date: 01/03/2025