Customer Support Scheduler

Arcus FM Limited.; Redditch; On-site; GBP 25,000; Full time

Job summary

An established industry player is seeking a Helpdesk Agent to join their dynamic Central Operations Planning team. In this pivotal role, you will be responsible for scheduling engineers efficiently using the Aeromark system, ensuring timely responses to urgent maintenance requests. Your proactive and problem-solving skills will be essential as you navigate various challenges while liaising with key stakeholders. The company values career development and offers a supportive environment for personal growth. If you thrive in a fast-paced setting and enjoy working collaboratively, this opportunity is perfect for you.

Benefits

25 days annual leave + Bank Holidays

Group personal pension scheme

Life Assurance

Funded Training Sponsorship Scheme

Cycle to Work Scheme

Health Cash Plan

Up to 10% off B&Q/ Trade Point

20% off Nuffield Fitness and Wellbeing Centres

Up to 4% discretionary bonus scheme

Qualifications

• Confident in using computer systems and willing to learn.
• Experience in scheduling/planning from any industry.

Responsibilities

• Schedule engineers through the Aeromark system based on work orders.
• Liaise with engineers and manage scheduling for urgent maintenance.

Skills

Problem-solving

Communication

Scheduling

Resilience

Persuasiveness

Education

Experience in scheduling/planning

Tools

Aeromark scheduling system

Computer systems

Job description

Overview

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.

Responsibilities

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 push back 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.

Qualifications

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

In return for your hard work, we would offer you:

• Salary: £24,229 per annum
• Up to 4% discretionary bonus scheme, 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
• Cycle to Work Scheme
• Health Cash Plan
• Up to 10% off B&Q/ Trade Point
• 20% off Nuffield Fitness and Wellbeing Centres

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.

Requisition ID

2025-6956