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Reactive Scheduler

Letchworth Garden City, Hertfordshire
Job Type
6 Sep 2022
Company Information Serviceline are the UK s premier provider of catering, warewash, and refrigeration maintenance for the hospitality industry. We are an industry-leading single-source solution for private and public sector catering and refrigeration support nationwide. Specialising in Preventative Maintenance, Reactive Engineering and end-to-end asset management. Our customers include Major restaurant chains, hotel chains, Correctional institutions, Schools, Airports, Care Homes, Stadia and Staff catering facilities. Job Purpose: To own and take responsibility for all open jobs within allocated region; planning engineer resource to ensure job completion within applicable KPIs. Maximise engineer productivity, ensuring customer communication throughout the reactive call process to ensure industry leading service is provided at all times. Key Responsibilities & Requirements: Responsible for all open jobs within allocated region, across all reactive call statuses. Ensuring that progress of all jobs are monitored and that exceptions are flagged when required to ensure all process steps are completed within target handling times. Through effective use of scheduling software, ensure all reactive jobs are scheduled for attendance within Customer contractual time agreements and applicable KPIs, customer portals are updated, and scheduling and support tasks are completed. Ensure all access and booking requirements for sites are adhered to and administered when required e.g. Permits & RAMS. Responsible for communication with Customers and other stakeholders throughout the lifecycle of jobs. Ensuring communication steps are completed, as per the current agreed process. Monitor engineer activity within the region vs schedule for the day. Ensure effective communication with engineers and Field Operations Manager to maximise productivity and to avoid jobs going into jeopardy. Take ownership of queries or escalations for jobs within region from Internal and External Customers, providing a timely resolution. Identify gaps in field resource and highlight to the Reactive Team Leader and Operations Manager. Provide industry leading Customer Service to all Customers and other stakeholders. Maintain positive working relationships with Customers, Field Engineers and colleagues across the business. Any other ad-hoc duties required as requested by the business. Person Specification & Skills: Strong Customer Service skills both verbally and in writing, with a friendly and helpful manner. Previous scheduling experience preferred. Customer orientated; aims to make it easy for the Customer to do business with us, removes barriers and does not create them. Performance focused, aware of KPIs and motivated to meet or exceed targets. Motivated, with a positive outlook, seeking solutions to problems. Highly organised and professional. Computer literate, good level of MS Office skills
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  • Job Reference: 705242513-2
  • Date Posted: 6 September 2022
  • Recruiter: Serviceline
  • Location: Letchworth Garden City, Hertfordshire
  • Salary: On Application
  • Sector: Engineering
  • Job Type: Permanent