Customer Support Scheduler

Arcus FM; West Midlands; On-site; GBP 25,000; Part time

Job summary

Join a forward-thinking company as a Helpdesk Agent, where your scheduling expertise and problem-solving skills will shine. In this dynamic role, you will coordinate engineers' schedules using the Aeromark system, ensuring timely responses to urgent maintenance requests. You'll work closely with various stakeholders, including Field Operations Managers and Helpdesk colleagues, in a supportive team environment. With a commitment to career development and a range of attractive perks, this is an exciting opportunity for those who thrive in a fast-paced setting. If you are ready to make an impact and grow your career, this role is perfect for you.

Benefits

Discretionary bonus scheme

25 days annual leave + Bank Holidays

Group personal pension scheme

Life Assurance

Funded Training Sponsorship Scheme

Cycle to Work Scheme

Health Cash Plan

Discounts at B&Q/Trade Point

20% off Nuffield Fitness and Wellbeing Centres

Qualifications

• Experience in scheduling/planning in any industry is beneficial.
• Confident in using computer systems and eager to learn.

Responsibilities

• Schedule engineers based on work orders from the helpdesk.
• Liaise with field engineers and manage store requirements.

Skills

Problem-solving

Communication

Scheduling

Resilience

Persuasion

Tools

Aeromark scheduling system

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, 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 liaise 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 that requires an engineer within 2 hours, or 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, requiring a persuasive manner to ensure you book the correct engineer for 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 24-hour per week position, working 7am - 7pm across 7 days, as flexibility is required for this role.

For this role, you could come from any scheduling/planning background in any 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 offer you:

1. Salary: £24,229 (pro rata) per annum
2. Up to 4% discretionary bonus scheme, subject to achievement of targets
3. 25 days annual leave + Bank Holidays
4. Group personal pension scheme of matched contributions between 5% and 6%
5. Life Assurance
6. Funded Training Sponsorship Scheme
7. Cycle to Work Scheme
8. Health Cash Plan
9. Up to 10% off B&Q/ Trade Point
10. 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.