Waterlink Scheduling Support

South East Water; Aylesford; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Pension up to 10%

Holiday entitlement 5 weeks + BH

Flexible annual leave

Volunteer days

Cycle to work

Health cash plan

Life assurance

Wellbeing benefits

Job summary

South East Water is seeking a Waterlink Scheduling Support to coordinate with customers and field teams, ensuring timely completion of work. You will schedule appointments, manage field workloads and prepare daily packs, while organizing and closing street-work notices to meet deadlines and avoid penalties.

You will monitor workloads using various systems, keep scheduling tools up to date, and report on highways and related KPIs. A proactive communicator with strong organisation will thrive here.

Qualifications

• GCSE Maths and English at grade 4/C or equivalent.
• Experience with Maximo, Business Objects and GIS/Geofield is preferred.
• NVQ Level 2+ in Customer Service/Business Admin or ILM qualification is advantageous.

Responsibilities

• Coordinate works with customers, keeping them updated on changes.
• Assign field staff work based on requirements and workloads.
• Prepare daily work information packs for contractors and plumbers.
• Keep scheduling tools up to date and ensure accurate customer appointments.
• Organise reinstatement and close street-work notices to meet deadlines.
• Liaise with field teams and plumbers to meet customer needs.
• Monitor operational/workload metrics and report performance indicators.
• Use Maximo start centres and reports to manage workloads and update work orders.
• Quality check 100% of completed work for customer journey progress.

Skills

Organisational skills

Communication skills

Customer service skills

Teamwork under pressure

Education

GCSE Maths & English (4/C)

NVQ Level 2+ in Customer Service/Business Admin

ILM or equivalent management qualification

Tools

Maximo

Business Objects

Hi affinity GIS/Geofield

Job description

Summary:

As a Waterlink Scheduling Support, you'll be responsible for coordinating with customers and field teams to ensure the timely completion of work.

This includes scheduling appointments, managing workloads for field staff and contractors, and preparing daily work packs.

You'll also be in charge of organising and closing out street-work notices to meet deadlines and avoid financial penalties.

The role involves liaising with various internal departments and plumbers to address customer needs and resolve complaints.

A key part of your job is to monitor and manage operational workloads using various systems, ensuring all scheduling tools are kept up to date and all completed work is quality-checked.

Additionally, you'll report on performance metrics related to highways, commercial conversion, and new connections.

Main responsibilities:

• To co-ordinate works with customers ensuring they are kept up to date with any changes or variations that occur.
• Assigning field staff work based on operational and commercial requirements, work priorities and field team workloads.
• Preparation of daily work information packs for contractors, gangs and plumbers.
• Ensure all scheduling tools used are up to date with team briefs, training, annual leave so ensuring accurate schedules of customer appointments and management of resource.
• Organise reinstatement to meet deadlines set by customers and Street-works notices.
• Arrange and close street-work notices inline with Highway requirements preventing financial penalty.
• Liaise with field teams and plumbers to ensure customers needs are met.
• Cover other work areas as a scheduler when required.
• To ensure all required plant and street-works notices are in place.
• To report on operational & commercial requirements including but not limited to Highways performance (FPN,Defects, Sec 74), Commercial Conversion, CSL , Water Efficiency, Smart Metering & New connection performance & KPIs.
• Liaise with South East Water departments to provide operational information, work progress and details to help resolve customer complaints.
• Deal with issues that arise in an effective manner seeking help if and when required.
• Utilise maximo start centres and reports to monitor and manage operational and commercial workload, updating and correcting work orders as and when required.
• Using information and resources to ensure that skills & knowledge are kept up to date and continuously developed.
• Utilise Maximo start centres, client systems and reports to ensure work has been completed. Quality check 100% of completed work to ensure that the field teams have updated the job with notes that are sufficient for SEW and clients in order to complete the remainder of the Customer journey process and ensure payment is received where required.
• To work as part of the Waterlink team ensuring all targets and objectives are met by supporting other areas of the department when required.
• Prioritise and schedule work efficiently in a fast paced, reactive environment.
• To have the ability to recognise when decisions need to be escalated.

You'll need:

Skills / Qualifications / Experience

• Achieved GCSE Maths and English at Grade 4/C (or equivalent)
• Strong organisational and communication skills. The ability to work as part of a team under pressure in a fast-paced environment
• Strong customer services skills.
• Operational background, a knowledge of Maximo, Business objects, Hi affinity GIS/Geofield.

It will be a bonus if you have:

Skills / Qualifications / Experience

• An NVQ Qualification Level 2 or above in Customer Service/Business Administration and/or a recognised management qualification e.g. ILM.
• Previous scheduling experience

Employees are required to be flexible and to be prepared to perform duties and other tasks within their capabilities. The nature of our business is such that the contents of any job profile are subject to change from time to time.

Grow a career with a meaningful purpose.

We know the communities we serve are diverse. We recognise creativity comes from diversity not similarity. That’s why we are enthusiastic about creating inclusion across age, race, gender, ethnicity, religion and identity. You will experience our dedication to equal opportunities and fair treatment for all: through your recruitment, employment and career progression with South East Water.

Benefits package:

• Excellent Stakeholder pension scheme, up to 10% employer contribution.
• 5 weeks holiday plus bank holidays per annum, increasing to 6 weeks with length of service.
• Flexible annual leave policy to buy or sell holiday leave.
• Paid volunteering days.
• Cycle to work scheme.
• Health cash plan.
• Life assurance.
• Wellbeing related benefits.

What can you expect from your recruitment?

• It is necessary for you to have the legal right to work in the UK when you begin employment with South East Water.
• Additionally, as part of the employment offer, you will need to pass background, identity, and employment referencing checks.

Compensation package:

£27,395.42 p.a.