Resource Scheduler

www.findapprenticeship.service.gov.uk - Jobboard; Teddington; On-site; GBP 25,000 - 30,000; Full time

Job summary

A UK-based service organization is seeking a skilled individual to effectively manage appointments and allocate tasks to operatives, ensuring efficiency and excellent customer service. The role requires experience in delivering high-quality service, confidence in using IT systems, and strong problem-solving abilities. Candidates should demonstrate excellent communication skills and the ability to collaborate within teams.

Qualifications

• Experience in delivering first-class customer service, preferably in repairs.
• Confident use of IT systems including Word, Excel, PowerPoint.
• Understanding of GDPR and data requests.

Responsibilities

• Manage daily work volumes and ensure efficient resource use.
• Allocate tasks to operatives ensuring timely completion.
• Report on operative performance data and identify issues.
• Work collaboratively to resolve job-related issues.

Skills

First-class customer service

IT system proficiency

Problem solving

Communication

Job description

Connect with what you'll do
In your roll you'll:

Ensure that booked appointments are met by monitoring daily work volumes and ensuring efficient use of resources, recording competed tasks appropriately within service level agreements.
Check operatives have the ability to perform jobs to an optimum level and that they are aware of their schedules.
Ensure all operative activity, including out of hours jobs and downtime, is processed within calendars and that returned or rejected tasks are reallocated.
Make sure that all tasks for operatives and subcontractors (emergency, urgent and routine) are allocated with an agreed appointment.
Work collaboratively with other teams to address and resolve job related issues such as missed appointments, escalating to an appropriate supervisor where appropriate.
Ensure that start times, finish times, completion notes, worksheets and completion photos are recorded when completing jobs.
Report on and analyse operative performance data in order to identify problems and develop and implement innovative and new ways of working that put our customers at the heart of our services and drive performance.
Schedule works into diaries for up to 20 operatives daily ensuring diaries are full and immediate attention is given to allocating work to operatives
when they become free.
Check the system for emergencies and manage within a timely manner to ensure targets are met.
Working within a team to achieve goals and targets achieving daily targets of a minimum of 60 allocations each day of new orders.

Connect with how you'll do it
We're looking for someone with experience of:

Delivering first-class customer service, preferably in repairs.
Investigating, evaluating and responding to situations quickly
Confident use of IT systems including Word, Excel, PowerPoint, databases and email.

The key behaviours we expect in this role are:

Role modelling our values: we know our stuff / we make it happen / we care.
Demonstrating inclusive behaviours, respecting and embracing difference and listening to other people’s unique perspective.
Communicating passionately and authentically across different channels, adapting your style and methods to meet the needs of a diverse range of
customers and colleagues.
Being digitally savvy, learning our systems quickly and using them to deliver an amazing customer experience.
Communicating clearly, concisely and thoughtfully both verbally and in writing.
Working in an organised, methodical way with excellent accuracy and attention to detail.
Making wise decisions and solving problems without overcomplicating things, understanding the needs of customers and the different tenures.
Championing collaborative working across the organisation.
Building trust by doing what you say you will.
Holding your hands up if you make a mistake and quickly re-focus on putting things right.
Seizing opportunities by being brave and stepping outside of your comfort zone.
Demonstrating a good understanding of GDPR and data requests.