About the job
Scheduler/Dispatcher
We are currently recruiting for a Scheduler/Dispatcher to work in a service delivery focused operations role across the full range of facilities management services provided by Just Ask to 90,000 residential properties nationwide. Working closely with Operations team the role will provide instruction, direction, guidance and support to enable field operatives to fulfil their daily responsibilities.
The Scheduler/Dispatchers primary objective is to support consistent high-quality service delivery across all services through:
1. Excellent organisational skills and cooperation with relevant stakeholders and resources to ensure that contracted and ad hoc service appointments are scheduled effectively, managed actively and delivered on time to the expected quality in accordance with contractual requirements and client expectations
2. Working in conjunction with the operations team to maintain the contracted works schedules so that available resources are optimised and service is delivered in accordance with contractual requirements and client expectations
3. Consistent, competent, timely and accurate trouble shooting or escalation of reported operational and client issues
4. Supporting the maintenance of quality systems and processes and contributing to a culture of continual improvement within the team
Responsibilities and duties
To support efficient and effective delivery of the programme of works schedule and ad hoc work requests, the Scheduler/Dispatcher will be responsible for the following:
Scheduling:
5. Maintain and update the contracted work schedules through regularly validating, revising as required, and uploading of schedules.
6. Tracking and monitoring operations service delivery teams completion of contracted and ad hoc work schedules to ensure adherence to business and client expectations on time and quality.
7. Intraday rescheduling of any service appointments that cannot be completed by the assigned resource, or where necessary rescheduling to the following day(s).
8. Acting as an interface between operations service delivery teams and Administrators to ensure other client ad hoc work orders are scheduled and completed to the appropriate standard of quality within contractually required timeframes.
9. Proactively identifying opportunities to improve scheduling efficiency and operative performance.
Dispatch:
10. Supporting Operations Managers to deliver the programme of works schedules in accordance with contractual requirements and client expectations.
11. Facilitating daily calls to coordinate operations service delivery teams, identifying and proactively addressing any issues relating to the days schedules.
12. Responding to telephone enquiries and updates from operations service delivery teams, working with the operations team to troubleshoot issues and adapt schedules to meet evolving circumstances in the field.
13. Quality assurance spot checking to confirm service appointments have been carried out and appropriate documentary evidence recorded.
14. Escalating concerns to relevant Stakeholders as appropriate.