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Help Desk Scheduler (Reading)

Position:
Administration
Date Posted:
12 Aug 2019
Job Type:
Permanent
Duties/Responsibilities

Job Purpose: 

To be the point of contact for a team of engineers and cleaners, and to liaise with our third-party suppliers be the point of contact between them and sites (including booking them in and confirming their schedules with TW COPs), to ensure individuals and third parties have efficient work plans

Principal Accountabilities: 

  • Plan and schedule work schedules on a daily basis, scheduling engineers/cleaners and third party contractors providers to allow for time to alter and/or cancel jobs at short notice
  • In line with SLA's and KPIs define forthcoming work programmes to include:
  • Booking operatives on site following the access process
  • Ensure engineers/cleaners and third-party contractors’ jobs are completed on time and deliver the highest level of customer care
  • Ensure engineers/cleaners and third-party contractors’ have the correct information required to complete the job
  • Effectively plan work programmes, efficiently routing their daily schedule to maximise their productivity
  • Prioritise emergency works
  • Gain and record actions and approvals for the plan by liaison with operational management
  • Ensure that all outstanding work is monitored and reviewed, and that Supervisors and Managers are informed of progress on a regular basis.  Any changes are to be fed into a revised plan and communicated
  • Undertake processing and chasing up of work packages, through close liaison with Management and Supervisors,
  • Drive operational excellence across the portfolio and meet/exceed expectations on KPI and SLA performance
  • Liaise with subcontractors and operatives to schedule appointments/repairs
  • Answer engineers/cleaners and third-party contractors’ queries promptly and respectfully
  • Ensure relevant data is updated on a regular basis
  • Communicate any concerns by escalating to supervisor/manager
  • After training support the Service Desk function on an adhoc relief basis
  • Administrative duties as they relate to the Scheduling and Service Desk functions
  • Ensure that any reported breakdowns and tasking requests are logged onto the client Asset Management System (AMS) and allocated a unique reference number.
  • Maintain clear and effective lines of communication with facility staff and end user community. This shall include, but not be limited to, the communication of reference numbers, work progress reports and status updates. 
  • To provide administrative support to both operational and non-operational areas of the business.
  • To liaise with all areas of the business within the EMCOR Contract to ensure that our Client receives excellent customer service.
  • Undertake customer satisfaction questionnaires of completed works and record the feedback. Where the feedback is negative, forward to the appropriate Manager for further action.
  • Any other reasonable requests by your line manager
Person Specification

Person Specification:

  • This is not a safety related post, however the incumbent will carry out the activities of the post in a way such as to maintain, as far as is reasonably practical the health, safety and welfare of Company personnel and others and to safeguard the condition of the environment as required by the Company safety manual. The ability to establish, implement and monitor high standards of excellence in areas of operational planning
  • Practical experience in an operational environment is preferable
  • Knowledge of planning tools is required, and the candidate must be computer literate and have project planning abilities
  • The ability to communicate effectively and build relationships at all levels
  • Be able to demonstrate related experience in a service desk or planning environment
  • Personable, approachable, flexible attitude and a good team player
  • Highly organised
  • Calm under pressure and able to multi-task effectively
Benefits

Benefits:

  • 25 days annual leave
  • Flexible benefits available (retail discounts, reduced gym memberships etc)
  • Pension schemes
  • Cycle scheme
  • Opportunity for overtime working