The role:
You’ll act as a first point of contact for colleagues and customers, planning and scheduling daily activities for our installation and maintenance teams.
You’ll take the lead in building strong customer relationships and delivering outstanding customer care, ensuring that work is completed within agreed timescales. Using a range of innovative technology, you’ll balance efficiency with service quality while keeping technicians and customers fully informed.
Key Accountabilities/Responsibilities:
1. Ensure schedules are accurate and up to date, reflecting technician and contractor availability (holidays, sickness, meetings, work patterns) and feed back to Tech Request Team where appropriate
2. Schedule maintenance work, Code of Practice tasks, and audits to maximise SLA compliance and help achieve company targets
3. Continuously review and re-prioritise technician workloads to accommodate emergency calls and optimise efficiency of routes
4. Action technician referral calls promptly, ensuring referrals are processed within 30 minutes
5. Maintain regular contact with Field Management to discuss local “hot spots” and operational issues
6. Keep technicians updated on job progress and ensure scheduling reflects their current status
7. Liaise directly with customers/retailers to support planning processes, resolve scheduling issues, and agree alternative arrangements where required
8. Respond to customer complaints, queries, and escalations in a professional and timely manner
9. Provide accurate ETAs and updates to internal teams in response to escalations or queries
10. Maintain accurate records of schedules, communications, and updates to support operational efficiency and performance
The successful candidate:
Essential:
11. Confident communicator (phone, email, in person, and webchat) with the ability to build strong, professional relationships with colleagues, customers, and field engineers
12. Experience in administration, CRM systems, MS Office (including Excel), and ideally customer service, call centre, or contact centre environments
13. Flexible and adaptable, able to support colleagues and adjust to shifting priorities to achieve team goals
14. Strong attention to detail with the ability to be organised, self-motivated, and work independently
15. Able to plan and prioritise workloads with a structured approach to achieve deadlines and service targets
16. A proactive team player with the desire to deliver excellence and succeed as part of a wider team
17. Ability to remain calm under pressure and manage multiple tasks simultaneously
18. Excellent verbal and written communication skills, with the ability to explain information clearly and concisely
Desirable:
19. Previous experience in planning, scheduling, logistics, or maintenance coordination