Robert Half

Scheduling Specialist

Robert Half
England, West Midlands, Solihull
£10 - £11 per hour
26 Oct 2018
23 Nov 2018
Jay Bhojani
Job Role
Contract Type

Robert Half have been appointed to recuirt for a Scheduling Specialists with a passion for providing great customer service our client.

You will be using our scheduling software to manage engineers, ensuring the correct utilisation of the national engineering resources and that external suppliers are engaged where required, ensuring customer requests are responded to within their agreed SLA. The team is not directly responsible for the management of the engineers; however they are responsible for the management of the engineer's workload, time and productivity and the associated administrative processes.

As a Scheduling Specialist, you will take pride in providing a highly efficient service. You will deploy the correct resource to ensure a first time resolution and fix for the customer, ranging from deploying an internal engineer with the correct skill, through to arranging for one of our subcontractors to attend but above all, arranging for a fix to happen in the quickest possible time.

Totally unflappable and full of initiative, the Scheduling Specialist will always take full ownership of each customer request and know how to come up with the best solution in double quick time. They will know their way around a computer; understand excellent service delivery and the importance of accuracy and customer focus. Above all they will be people centric and go out of their way to help colleagues and customer alike.

  • To schedule all reactive and planned work to the correct resource, paying attention to response targets, geographical locations and technical expertise
  • To have full use and understanding of systems used for logging and scheduling jobs - Maximo and 360 experience would be advantageous
  • To ensure, all engineers have a full schedule of work each day and are being fully utilised to ensure maximum productivity
  • To ensure all pre-planned visits are arranged with external and internal customers to avoid 'no access' issues
  • Arrange attendance with external subcontractors, raising the appropriate paper work such as work details and purchase orders, to enable speedy resolution within SLA
  • Ensure all jobs are attended and completed within the required response time
  • Follow-up all jobs not marked by engineers as completed after attendance and reallocate jobs as required
  • Deal with telephone queries promptly and in a professional manner
  • Ensure non-productive time is logged in the system e.g. Supplier visits, vehicle breakdowns etc
  • Advise team leader of any issues with specific jobs, clients or engineers
  • Accurately record all actions taken on the required systems to ensure a full audit trail
  • Be aware of the business continuity plan for the part of the business you work is essential

  • What we are looking for
  • Experience of working within a Service Delivery / Contact Centre team
  • Commercial acumen and experience of working with external suppliers
  • Proven customer service skills are essential
  • Experience of working in a fast paced service centre environment
  • Experience of managing resources to optimise performance , in a target driven scheduling environment, recognising and taking into account, skills, availability and location
  • Is passionate about delivering high quality service to agreed KPIs and SLA's
  • Advanced computer skills with the ability to record and interpret information from multiple systems
  • Takes ownership and action in an ever changing environment
  • Demonstrates a high level of communication skills and has the ability to provide detailed information and advice in a clear and positive manner
  • Has the ability to interact and communicate as appropriate to the audience, from internal colleagues through to senior managers and 3rd party suppliers
  • Has the ability to work under and respond positively to pressure in a busy and diverse environment
  • Has a diligent approach to analysing and solving problems through the use of technology and reported information
  • Demonstrates compliance to policies and procedures as set by the business
  • Has a disciplined approach to the execution and completion of tasks, whilst identifying opportunities to improve service delivery
  • Able to work well as part of a team, contributing to team spirit and success
  • Maintains a positive can do attitude, readily accepting change initiatives

Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply. By applying to this position, you acknowledge that you have read and accept the following terms: