Scheduler

Reed; Ipswich; On-site; GBP 28,000; Full time

Job summary

A leading service organisation based in Ipswich is looking for an Engineer Coordinator to ensure efficient scheduling and communication between customers and engineers. The role requires exceptional organisational skills, attention to detail, and effective multitasking. The successful candidate will monitor engineer activities, provide timely customer updates, and maintain accurate reports. Benefits include 24 days annual leave, regular social events, and a people-focused work environment.

Benefits

24 days annual leave plus bank holidays

Regular social events

Pet policy

Positive work environment

Qualifications

• Exceptionally organised and detail-focused.
• Comfortable handling multiple tasks in a busy service environment.
• Confident communicator (phone and email).
• Calm, professional, and proactive when plans change.
• Experience in scheduling, coordination, customer service, or service centre operations is highly advantageous.

Responsibilities

• Monitor daily engineer activity to ensure efficient routing and timely job completion.
• Provide clear updates to customers via phone and email.
• Produce accurate reports and maintain detailed call logs.
• Verify engineer start-of-day status and advise customers of expected arrival times.

Skills

Organisational skills

Communication skills

Problem-solving

Multitasking

Detail-oriented

Customer service experience

Job description

Engineer Coordinator

• Annual Salary: £27,500
• Location: IP6
• Job Type: Full-time (will also need to work 1 in 5 weekends, on a rota basis)

We are seeking a highly organised and proactive Engineer Coordinator to join our busy Service Centre team. This role is crucial in acting as the central link between customers, field engineers, and internal teams, ensuring that every job is planned, communicated, and completed efficiently and effectively.

Day-to-day of the role:

• Engineer Scheduling & Support:

  • Monitor daily engineer activity to ensure efficient routing and timely job completion.
  • Schedule work adhering to strict SLAs for contract, warranty, and group customers.
  • Rearrange schedules quickly when issues arise and update customers proactively.
  • Ensure engineers have the correct parts, job details, permissions, and access information.
  • Check in with engineers twice daily to track progress, confirm next-day readiness, and identify potential issues early.

• Customer Communication:

  • Provide clear updates to customers via phone, email, and other communication channels.
  • Confirm upcoming maintenance or installation visits.
  • Rebook aborted or suspended calls and explain next steps, requirements, or charges.
  • Issue billing updates for additional labour or delays where applicable.
  • Arrange all necessary permits, passes, and site bookings in advance.
  • Confirm access for various site types, including shopping centres, hospitals, bases, and museums.

• Reporting & Administration:

  • Produce accurate reports and maintain detailed, clear notes in call logs.
  • Manage returns and ensure customers understand next steps.
  • Review previous jobs and correct any inaccurate closures.
  • Seek additional work opportunities when engineer availability is low.

• Daily Coordination Tasks:

  • Verify engineer start-of-day status and advise customers of expected arrival times.
  • Ensure parts are delivered, correct, and accounted for.
  • Prepare and number jobs for the next day, notifying sites of AM/PM or first-call slots.
  • Contact customers for PSTD bookings and conduct thorough follow-ups.

Required Skills & Qualifications:

• Exceptionally organised and detail-focused.
• Comfortable handling multiple tasks in a busy service environment.
• A confident communicator (phone and email).
• Calm, professional, and proactive when plans change.
• Skilled at prioritising and solving problems independently.
• Experience in scheduling, coordination, customer service, or service centre operations is highly advantageous.

Benefits:

• 24 days annual leave plus bank holidays.
• Regular social events and opportunities to connect across the business.
• A pet policy.
• A positive, people-focused working environment where your contribution really matters.

To apply for this Engineer Coordinator position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this position.