Resource Scheduler

Connect with what you'll do

In your role you'll

Resolve customer queries effectively, owning queries from start to finish across all channels: phone, email, webchat, webform, face to face and social media within service level agreements

Support customers to access our services online

Triage all jobs raised in line with contractual scope to define and allocate the correct service level agreements

Ensure that booked appointments are met by monitoring daily work volumes and ensuring efficient use of resources, recording competed tasks appropriately within service level agreements

Ensure operatives have the ability to perform jobs to an optimum level and that they are aware of their schedules

Ensure all operative activity, including out of hours jobs and downtime, is processed within calendars and that returned or rejected tasks are reallocated

Ensure that all tasks for operatives and subcontractors (emergency, urgent and routine) are allocated with an agreed appointment

Work collaboratively with other teams to address and resolve job related issues such as missed appointments, escalating to an appropriate supervisor where appropriate

Ensure that start times, finish times, completion notes, worksheets and completion photos are recorded when completing jobs

Report on and analyse operative performance data in order to identify problems and develop and implement innovative and new ways of working that put our customers at the heart of our services and drive performance.

Connect with how you'll do it

We're looking for someone with experience of:

• Delivering first-class customer service, preferably in repairs.
• Investigating, evaluating and responding to situations quickly
• Confident use of IT systems including Word, Excel, PowerPoint, databases and email

The key behaviours we expect in the role include:

• Role modelling our values: we know our stuff / we make it happen / we care.
• Demonstrating inclusive behaviours, respecting and embracing difference and listening to other people’s unique perspective.
• Communicating passionately and authentically across different channels, adapting your style and methods to meet the needs of a diverse range of customers and colleagues.