Installations Resource Scheduler

**Could you be the person to help us build our future success?**:
**Who we are**:
We are a full-fibre broadband provider with £250m of investment. We are rolling out a 10Gbps FTTP networks and have a plan to cover a total of 250,000 premises bringing truly exceptional connectivity services to homes and businesses in the South of England. We want to improve lifestyles and enhance communities by instantly connecting people and businesses beyond today’s broadband.

**Who you are**:
We are looking for forward thinking, enthusiastic individuals to join our team. You will be keen to learn, adaptable and excited to be part of our fast growing organisation.

**What we offer**:
12 Month Fixed Term Contract

25 days paid holiday.

Pension

Private medical

Life insurance

Cycle to work scheme.

Health Screening

LTIP

**Responsibilities**:
**Resource Control**:

- Schedule internal resources ensuring they are scheduled correctly and in the most efficient way possible.
- Schedule resources for reactive call outs where required.
- Ensure relevant information is available for the engineers for the jobs with the correct records assigned and any information is communicated with the engineers.
- Prepare KPI reports
- Working with IT to optimize and automate wherever possible

**3 **rd **Party Suppliers / Agencies**
- Coordinate subcontractors and 3 rd party suppliers for customer installations
- Manage sub contractor invoicing
- Ensure relevant LA permits are in place for Civils work.

**Customer Coordination**:

- Own the customer relationship throughout the order to installation process, building on the Swish brand values.
- Manage the customers’ expectations - provide a clear brief of the service and deliver to that brief.
- Provide regular progress reports, answer incoming calls, actioning where appropriate, and manage any customer complaints relating to the installation
- Communicate with customers to schedule installation dates and any other correspondence relating to the order fulfilment process.
- Jobs to be completed and dispatched on the CRM system in relevant timescales.
- Support non-conformance processes and the resolution of issues that arise during installation in a timely, efficient and cost-effective manner.
- Look at opportunities to inject the wow into the customer experience.

**Materials and Supplier Administration**
- Manage installation stock inventory, ensuring stock management processes are adhered to, stock levels appropriate and no shortages
- Forecast materials requirements from sales forecasts, with particular attention to long lead time items.
- Own the Installations purchasing processes (Raise PO, Track Delivery, Invoice Matching & Approval)

**Requirements**:
**Essential Skills**:

- Highly organised individual with the ability to work under pressure and to prioritise workload methodically.
- Problem solving skills for optimizing resource schedules
- Numerical skills for resource and materials forecasting
- Ability to verbally deliver difficult messages to customers resulting in positive outcomes.
- Document control and data entry experience.
- Proficient in using various Microsoft tools (Office 365, Excel, Word, SharePoint)
- Proactive attitude in identifying areas that can be improved to positively impact customer satisfaction and driving these through to completion.

**Essential Experience**:

- Working in a customer facing role, ideally B2C
- Scheduling Field Engineers (ideally in a service environment with multiple visits per day)

**Desirable**:

- Previous experience working as a Resource Scheduler and/or Project Coordinator within a Telecoms Network Infrastructure company is desirable.
- Salesforce Field Service
- Project milestone tracking and reporting.
- Understanding of Project Processes and Project Flow.
- The ability to collate and interpret data