Scheduler

• Manage multiple inboxes and respond promptly to customer enquiries via email and phone
• Handle a high volume of emails and calls, ensuring adherence to client Service Level Agreements (SLAs)
• Schedule reactive call outs to correct skilled operative, to achieve first time fix and ensure reactive are completed within the correct SLA
• Answer incoming calls, emails, and enquiries from clients in a professional and courteous manner
• Log, priotise, and track all service requests using our internal CAFM system
• Upload work orders to mobile causeway devices
• Manually input job details to Maximo and Causeway when required
• Provide an emergency call out handover to client and management team
• Maintain accurate records of all interactions and service requests
• Update client on the progress of their enquires and ensure timely resolution
• Liaising with operatives, and the Client
• Carry out daily jeopardy management on any jobs that are at the risk of failure and ensure appropriate action is taken if work cannot be completed.

• Customer Service experience, either face to face or in the Call or Contact Centre environment
• Experience with Maximo, Concept, CPA
• Exceptional attention to detail and accuracy in all tasks
• Ability to work independently and efficiently, while also being a team player, and prioritise tasks in a busy environment
• A strong problem-solving approach and a commitment to finding solutions
• Willingness to adapt and learn new systems and processes
• Excellent communication and interpersonal skills, both written and verbal. To ensure clarity in all situations and to effectively influence client decision -making
• FM / Property /Construction experience
• Good IT knowledge and experience covering knowledge of MS Outlook and other MS Office packages including Word and Excel.

Flexible working arrangements across many of our roles which include working from home to enable employees to balance their working life with other priorities.