Job Description

 As a Scheduler, you will be expected to:

• Work as part of a busy Scheduling team to achieve maximum productivity of operatives across multiple workstreams by managing appointments and responding to emergencies, whilst providing a high level of customer service
• Ensure all operatives have started PDA’s and attended first appointment by 8.00am
• Input out of hours works and ensure follow up appointments are raised as required.
• Ensure all jobs are closed correctly with appropriate costs and where necessary, secondary appointments are booked.
• Monitor the dashboard throughout the day and respond to all emergency jobs immediately and schedule appropriately.
• Reschedule appointments where required due to sickness or other absence and report any unproductive hours to supervisor.
• Chase all operatives who have not started on time and request tracker identification and investigation immediately by the supervisor.
• Monitor team’s diary throughout the day to ensure appointments are kept and warn tenants of any delays, re-scheduling where appropriate and to manage no-access jobs by researching alternative contact details prior to authorising carding of address.
• Ensure works requiring authority are identified and correctly processed through the system.
• Monitor and appoint dashboard jobs left by the customer service centre due to no availability of appointments and take necessary steps to arrange appointments as appropriate.
• Make sure written correspondence to tenant and clients are accurate and recorded on system and dealt with in a timely manner.
• Make sure notes and job details are recorded and updated to be clear and concise (including any special appointment requirements).
• Cover team tasks where required and ensure team KPI’s are achieved.
• Provide accurate updates to Head of Scheduling and Team Managers when required regarding repair issue.
• sense check all failed KPI’s as identified by Performance Management on a weekly basis and contact tenant / operative to confirm failure cause and re-schedule as appropriate or feedback root cause for further investigation by supervisors.
• liaise with Customer Service Centre and supervisors to ensure all necessary follow up works are detailed and scheduled.
• liaise with sub-contractors and ensure works are scheduled appropriately and appointments are confirmed. Any admin correspondence needed is completed.
• Meet appraisal targets and support the delivery and achievement of overall business objectives.
• Attend contract review meetings and provide up to date information to clients when required.
• Follow strict ‘No Access’ processes and keep accurate records.
• Develop Sovini’s commitment to equality and diversity and to promote
  non-discriminatory practices in all aspects of work undertake.
• Adhere with the Health and Safety at Work Act to take reasonable care of own health and safety and that of others who may be affected by their acts and omissions.

How to Apply

• Educated to GCSE level including English and Mathematics
• Customer Care Experience or Equivalent experience
• Excellent organisation and time management skills
• Customer Service Skills experience
• Hands on approach and can-do attitude
• Ability to react to changing workloads quickly and efficiently to ensure maximum productivity
• Ability to organise and work under pressure in a fast-paced changing environment.
• High attention to detail and confident in delivering concise instruction
• Ability to act on own initiative and prioritise quickly
• Ability to build relationships and work as part of a team
• Strong problem-solving skills and enjoy challenges
• Strong work ethic and demonstrate level of professionalism
• Ability to work flexibility and remotely where necessary
• Excellent communication skills, able to communicate across multiple channels including Microsoft Teams, Face to Face and Email.

• Experience working in similar role preferably in Social Housing/Call Centre Environment.
• Experience of diarised appointment systems with ability to work with an understanding of technical issues
• Excellent IT skills including Word, Excel, Outlook etc
• Flexible with ability to take on additional tasks as required
• Able to converse confidently with staff, operatives, tenants, and sub-contractors

• Competitive salary - £26,250.00
• Hours – 40 per week (Monday-Friday Pattern).
• 22 days holiday increasing with service.
• Cycle 2 Work Scheme.
• Group personal pension scheme.
• Life Assurance.
• Career development opportunities.
• Corporate discount scheme.
• Staff well-being and ‘feel-good’ programme.

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: 20,000 - 40,000.

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