Resource Coordinator

Thames Water; England; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading water management company in the UK is seeking a Resource Coordinator to create and dispatch maintenance requests efficiently. You will manage task assignments, collaborate with field teams and external contractors, and ensure customer service excellence. Ideal candidates will possess strong communication skills and experience in a customer-focused role. The position offers a hybrid work environment with a pay rate of £15.63 per hour.

Qualifications

• Excellent verbal and written communication skills are essential.
• Competence in Microsoft Office software including Excel, Word, and PowerPoint.
• Experience in a fast-paced customer service environment is required.

Responsibilities

• Create and dispatch maintenance requests for investigations and repairs.
• Assign tasks to appropriate technicians.
• Communicate with 3rd party contractors and Field Management.

Skills

Excellent verbal and written communication

Competent in Microsoft Office software (Excel, Word & PowerPoint)

Experience in fast-paced customer service environment

Ability to conduct analysis of data

Previous water/wastewater industry experience

Tools

SAP ECC

Click

Salesforce

Job description

Overview

The Resource Coordinator will be responsible for creating and dispatching reactive maintenance requests for investigations and repairs at Above Ground sites. They ensure that work is prioritised effectively, assigned to the appropriate field teams, and completed in a timely manner. Additionally, they oversee that all emergency tasks are addressed promptly, in line with SLAs. Furthermore, Resource Coordinators manage the coordination and scheduling of 3rd party appointments, collaborating with multiple stakeholders across a wide geographic area. This role aims to deliver excellent service to our customers and is at the heart of creating and delivering work for our field teams efficiently.

What you’ll be doing as a Resourcing Coordinator

• Ensuring tasks are assigned to the appropriate technicians with the necessary skills to complete the work effectively
• Proactively creating and scheduling appointments to meet demanding SLAs and business priorities
• Communicate with our 3rd party contractors and Field Management colleagues
• Action tasks in a timely manner by prioritising accordingly and ensuring adherence to SLAs.
• Ensure all job requests are actioned in accordance with the priority matrix. All Resource Coordinators will need to be fully conversant and compliant with the escalation matrix
• Escalate issues to Team Manager in a timely manner to enable appropriate resolution and minimise field impact
• Be the focal point for 3rd party appointment allocation and re-allocate resources where the situation arises
• Excellent understanding of policy and procedures and able to interpret what action needs to be taken when guidance is unclear
• Deliver the highest levels of customer service, enhancing customer experience in line with the customer experience statement
• Maintain regular contact with Field teams to ensure key technician information is provided in a timely & effective manner
• Be part of a high performing team that embraces a culture of continuous improvement and works closely with the Continuous Improvement Team to deliver process change and operational efficiencies

What you should bring to the role

• Excellent verbal and written communication
• Competent In Microsoft Office software (including Excel, Word & PowerPoint)
• SAP ECC, Click & Salesforce
• Experience in working in a fast paced, customer service environment
• Ability to conduct analysis of data to identify potential issues
• Previous water /wastewater industry experience is desirable

What’s in it for you?

• Hourly Pay rate: £15.63
• Expenses: Excluded
• Location: Reading - Hybrid
• Length of assignment: 6 months
• Required Start date: ASAP
• Hours: 36 hours per week, 07:00-15:00, 07:30-15:30 & 08:00-16:00

Please note you will be on assignment at Thames Water via Pertemps

Who are we?

At Thames Water, our purpose is crystal clear - to deliver life’s essential service so our customers, communities and planet can thrive.

Water is life’s great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we’re committed to taking care of it for us all.

But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We need to keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part?

Working at Thames Water

At Thames Water we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business.

We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, background, and differences that each individual brings.

Our over-arching diversity and inclusion aim is to ensure Thames Water is a diverse and inclusive great place to work. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process

Find out more about working at Thames Water.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business, meet colleagues and earn some extra money along the way.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.