Helpdesk Support and Engineer Scheduler

Due to continuing expansion our client, a national facilities management company is actively seeking an experienced, dedicated, and ambitious Helpdesk Support/Scheduler to act as the main point of contact for the Customer Service Team in relation to planned and responsive jobs being undertaken by the Engineers.

Reporting to the Engineering Manager, duties to include:

• To ensure that work is planned to maximise time on site and productivity through the effective use of the electronic scheduling system, to promote a 'right first time’ ethos and highly focused customer service.
• Manage the efficient and appropriate allocation of resources through the dynamic scheduling system.
• Allocate appointments to appropriate teams/ operatives, taking account of priority, material requirements, location and existing workloads.
• Ensuring that works are carried out in the correct sequence making the most efficient use of the available resources to meet target completion dates.
• Monitor the progress of the workforce emerging day and operative’s daily workloads, re-scheduling maintenance as necessary to ensure the satisfactory completion of all works within target completion times and dates, meeting customer expectations.
• Take action as required on the progress and scheduling of planned and adhoc maintenance because of bad weather, travel problems or priorities, ensuring that all customers are kept informed.
• Inform customers of appointment and follow on work details, ensuring that satisfactory arrangements are made for access to properties and ensuring residents are kept informed of progress.
• Maintain clear and up to date records of all scheduled appointments/works and changes to scheduling, including contact with all customers.
• Develop and maintain strong working relationships and clear lines of communication with operatives and supervisors, identifying potential problems and working in a collaborative manner to resolve resource issues and maximise efficiencies.
• To ensure that the operatives communicate in a timely and accurate manner about the progress of work in order to schedule their work in view of customer’s needs.

As a successful Candidate you will possess excellent customer service skills and a background in Engineering/Facilities Management is essential together with excellent communication, interpersonal and negotiation skills with the ability to resolve issues and address client complaints. A good knowledge of relevant computer programs (CRM) and experience in Joblogic would be an advantage.

This is a fantastic opportunity to join a forward thinking, dynamic company with a competitive remuneration package and plenty of ongoing support/training and the opportunity to build a career within a dynamic environment.