Job Overview
We are seeking an organised, reliable and customer-focused Scheduler to join our busy operations team. This role is responsible for coordinating engineer workloads, scheduling service and maintenance visits, liaising with customers and subcontractors, and ensuring the efficient delivery of our fire and security services across the UK.
The successful candidate will be highly organised, able to work effectively in a fast-paced environment and possess excellent communication and administrative skills.
Key Responsibilities
Scheduling & Coordination
- Schedule engineers efficiently for planned preventative maintenance, reactive callouts, quoted works, and return visits.
- Record accurate job details, engineer instructions, customer requirements, agreed attendance times, and parts requirements within the company management system.
- Monitor engineer diaries and workloads to maximise productivity and service delivery.
- Liaise with UK-wide subcontractors and coordinate their attendance where required.
- Communicate with engineers throughout the day to ensure schedules are adhered to and to resolve any issues or delays.
- Adjust schedules proactively in response to unforeseen issues or changes in demand, ensuring minimal disruption.
- Obtain permits and distribute Risk Assessments and Method Statements (RAMS) where necessary.
- Maintain accurate records of customer cost approvals and quotations.
- Ensure all documentation and system records are completed accurately and maintained in accordance with company procedures.
- Analyse alarm activation reports and fault reports and arrange engineer attendance as required.
- Support continuous improvement initiatives related to scheduling processes and system utilisation.
- Respond promptly and professionally to customer enquiries via telephone and email.
- Provide assistance and updates to customers regarding service visits and works.
- Process customer payments over the telephone where required, working closely with the Accounts Department.
Team Support
- Provide support and cover for colleagues during periods of absence.
- Assist other departments as required to ensure excellent customer service and operational efficiency.
- Contribute positively to team objectives and continuous improvement initiatives.
Skills & Experience
Essential
- Excellent organisational and time management skills.
- Strong administrative skills with a high level of attention to detail.
- Effective verbal and written communication skills.
- Ability to work independently and as part of a team.
- Strong multitasking abilities and the capability to prioritise competing workloads.
- Proficient in Microsoft Office applications, including Outlook, Word and Excel.
Desirable
- Previous experience in a scheduling, planning, helpdesk, customer service, or service coordination role.
- Experience working within the fire and security, facilities management, engineering, or service industry sectors.
- Knowledge of supply chain and subcontractor management processes.
Personal Attributes
- Positive and proactive attitude.
- Flexible approach to work and changing priorities.
- Strong problem-solving skills.
- Professional and customer-focused manner.
- Ability to remain calm and effective under pressure.
Qualifications
Preferred
- GCSEs (or equivalent), including English and Mathematics.
Experience
- Customer Service or Helpdesk experience (preferred).
- Scheduling or Planning experience (preferred).
Additional Information
Candidates must have the legal right to work in the UK.
Due to our rural office location, applicants must hold a full UK Driving Licence and have access to reliable transport.
Full training will be provided for the successful candidate. We are committed to supporting employees in developing their skills and progressing their careers within the business.
Pay: £27,000.00-£28,000.00 per year
Benefits:
- Casual dress
- Company pension
- On-site parking
Work Location: In person
