Scheduling officer

Company Origins

Formed in 2006 as a result of a management buyout of the Field Services department of a leading European Credit Management organisation, our client are a nationwide home and business property visiting service across multiple sectors with extensive experience in working with the Utilities industry in particular.

Benefits

• Monday to Friday working – we cover shifts of 8am to 5pm but we can be flexible on this.
• Standard 7.5-hour shift; no late night or weekend working!
• 28 days holiday (including Bank holidays).
• Additional 1 days’ annual leave for each year worked.
• Christmas ‘shut down’ – usually from 24th December – 2nd January.
• Work from home up to 2-3 days per week. (Conditions apply).
• A ‘Love to Shop’ voucher on your Birthday every year.
• Free on-site parking / fully paid nearby parking when office based.
• All IT equipment provided and the tools to do the job.
• Regular training, coaching and career development planning.
• Private pension contributions.
• Employee Assistance Scheme giving private and confidential access to free counselling, and mental health and well-being services.
• Annual salary review.
• Annual profit-related bonus scheme.

Hybrid working after satisfactory completion of probation

Job Outline

This role involves overseeing scheduling for all visit related activity, in line with internal processes, Client requirements, SLAs and company objectives, as well as scheduling and monitoring Rights of Entry Warrant applications and executions. You will be asked to liaise, both electronically and verbally, with field representatives. engineering and locksmith companies and various third party suppliers.

The role will be an integral part of the operational area and will provide a key link between Management teams, Field operatives, internal staff, Clients, and suppliers. It is therefore imperative that all tasks are carried out in an accurate and timely manner. Our work is closely monitored and highly regulated so it is necessary to ensure all processes are followed carefully and correctly, and that company records (including paperwork) are updated fully and accurately.

Skills and Attributes Required

• Competent user of Microsoft Office Systems and CRM systems, with accurate keyboard skills
• Excellent interpersonal skills and ability to communicate effectively with a wide range of people, both both orally and written.
• Ability to work and deliver in a fast paced environment with firm deadlines.
• Self-motivated with a positive attitude and able to react to change in a positive manner.
• Work as a team player with the ability to organise individual workload to maximise your effectiveness.
• Professional and approachable at all times.

Responsibilities will include: -

Administer and contribute to the Agent recruitment process including Agent set up, and maintenance, on all relevant systems.

Maintain and action postcode allocation and transfers as needed.

Assist with the allocation of visits as required; pro-active work to be undertaken to ensure visits are allocated/completed within dictated timescales.

Review of unallocated visits on a daily basis with a view to allocate to an Agent by including all available work within the area.

Complete Agent work reallocation as and when required.

Produce and distribute various MI as required.

Create and issue new/replacement Agent ID cards and Agent LOAs for all Clients as appropriate.

Manage and update a performance system for all Agents.

Placing Engineer and Locksmith bookings in line with the relevant process and requirements.

Dealing with and responding to any query in relation to any bookings made with Engineers and Locksmiths.

Arranging for quotations to be received and authorised in relation to any work involved in a warrant.

Liaising with clients to ensure all information required to facilitate the warrant is correct and available to all parties as necessary.

Actioning any order rejection to ensure the warrant can still be completed with the minimal amount of rework.

Actioning any replanned warrant should the job not proceed as planned.

Checking and dispatching of Warrant paperwork to ensure Executions proceed as planned.

Perform various confirmation checks, including agent paperwork checks and engineer

confirmation checks, to ensure warrants proceed as planned.

Highlight any potential risks with information found when planning warrants.

Attend, and participate, in business meetings as required.

Completes general communications to the field network, including the production of e mails, memos and newsletters as required and ensuring that the communications have a standard “look and feel.”

Supports the implementation of field and other company projects, by carrying out designated tasks and leading certain work streams as required.

Provides support and guidance to the Agents in achieving targets / meeting objectives.

Controlling designated emails and inbox, ensuring all new mails are actioned, forwarded on and responded to in a timely manner.

Dealing with, and responding to, general correspondence and queries.

Offering support to the Operational teams within the business, as requested to do so.

Pro-actively look towards continual improvement or build a process when required.

Highlighting any concerns/issues encountered during your daily workload.

To comply with the company’s Quality Policy by following all QMS procedures and related work instructions.

To co-operate in the operation of the company’s health, safety, and environmental management systems.

To take reasonable steps to ensure the safety and security of data and be aware of information security responsibilities in order to preserve data securely.

To comply with all legal, regulatory, and statutory requirements

To ensure the fair treatment of customers is central to all behaviour and activity.