Role: Helpdesk Scheduler
Location: Beeston, Nottinghamshire
Salary: £26,250
Hours: 8am - 5pm Monday to Friday
Permanent position
MAIN PURPOSE:
The Scheduler will be responsible for managing incoming calls, workforce planning and reactive maintenance work coming through from external clients.
Reporting to the Contract Managers, to work as part of the Contract Management Team, carrying out the duties below.
DUTIES & RESPONSIBILITIES:
- Scheduling work across the stated contract
- Reacting to emergencies raised by the client and overseeing engineer's attendance
- Plan efficiencies of location and response time improvements
- Schedule PPM's / WAF's to Subcontractors.
- Taking ownership of workload daily
- Diagnose technical abilities and fault reported to determine "P" code is correctly applied.
- Handling customer complaints or queries via telephone, email or letter.
- Manage completion of PPM's on Maximo.
- Manage completion of reactive tasks on Maximo.
- Manage "Soft Service" Contractors; Window Cleaning, Security, Grounds and Gardens, Pest Control.
- Control and issue engineer's uniform.
- Production of monthly performance report.
- Management of Contract performance schedule.
- Chasing subcontractors' reports/schedules
- To achieve the teams agreed performance targets and ensure that SLA's are met
SKILLS & KNOWLEDGE:
- IT Knowledge:
o MS Office
o CAFM Systems
- Facilities Management experience
- Experience of working in financial performance penalties
- Strong organisation skills and a high attention to detail
- General knowledge of Intranet services
- Happy to work as part of a team or under own initiative.
- Good communication skills.
ESSENTIAL:
- Previous experience in a customer facing role (Customer Services, Admin, PA, Project Management)
- Excellent communication skills and ability to work well as part of a team
- Ability to work in a fast-paced environment, multitask and make effective decisions quickly
- Experience of working in financial performance penalties
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