Customer Support Scheduler

Arcus Solutions; England; On-site; GBP 26,000; Full time

Job summary

A leading service provider in the UK is seeking a Helpdesk Agent to join their Central Operations Planning team. This role involves scheduling engineers based on work orders while managing set SLAs and KPIs. Candidates should have a proactive approach, excellent communication skills, and be confident in using computer systems. Offering a salary of £25,853 per annum along with benefits such as a bonus scheme, annual leave, and funded training, this position ensures opportunities for professional development within the company.

Benefits

Annual salary of £25,853

4% bonus subject to targets

25 days annual leave + Bank Holidays

Group pension scheme

Life Assurance

Funded Training Sponsorship

Discounts and financial aid programs

Qualifications

• Experience in scheduling or planning roles across any industry.
• Confidence in using computer systems is essential.
• Willingness to learn and adapt.

Responsibilities

• Receive and manage work orders from the helpdesk.
• Schedule engineers based on location and availability.
• Adhere to set SLAs and KPIs.
• Communicate effectively with field engineers and operational managers.

Skills

Proactive approach

Problem-solving

Confident communication

Persuasiveness

Scheduling/planning experience

Tools

Aeromark scheduling system

Computer systems

Job description

Are you looking for an employer who is big on career development?

Do you want to work in a fast paced environment?

Do you enjoy communicating with various stakeholders?

If yes, then read on...

We are now seeking a Helpdesk Agent to join us.

You will be working within our Central Operations Planning team; you will be playing a critical role within Arcus. You will receive work orders from the helpdesk, where you will schedule engineers through our Aeromark scheduling system. You will be liaising with our field-based engineers and stores, ensuring you plan accordingly to the store requirements and engineer's location and availability. You will need to have a proactive and problem-solving approach as you could be dealing with a power cut which requires an engineer within 2 hours, or it could be reactive maintenance work where you will need to schedule an engineer within 720 hours. You will be working to set SLAs and KPIs, therefore, it is essential you are SLA/KPI driven. You will be resilient, tenacious and confident when dealing with Engineers who pushback regarding the jobs you are advising, therefore, requiring a persuasive manner to ensure you book the correct engineer to the right job.

Your key stakeholders will be the Field Operations Managers, Managing Engineers and Helpdesk colleagues. Your new team will consist of Planners, Senior Planners, Team Manager and Operations Manager.

This is a 40-hour per week working 7am - 7pm across 7 days, as flexibility is required for this role.

For this role you could be from any scheduling/planning any industry and sector. What is key you are confident with using computer systems, have a willingness to learn.

In return for your hard work we would offer you:

• Salary: £25,853 per annum
• 4% bonus, subject to achievement of targets
• 25 days annual leave + Bank Holidays.
• Group personal pension scheme of matched contributions between 5% and 6%
• Life Assurance
• Funded Training Sponsorship Scheme
• Discounts, vouchers, and financial aid programs

At Arcus we are passionate about individual development which is why we are proud to offer industry leading Learning & Development opportunities to all our staff across our organisation

To be considered for this position please submit your application via the 'apply' button.