Location: Warrington, North West England, United Kingdom
Job DescriptionMy client, a market leader within the Utilities industry, is looking to recruit a Scheduler to work at their offices in Lingley Mere, Great Sankey Warrington.
Role reports to Response Centre Leader
The role forms part of the wider ICC team
The role has no direct reports or budget management
The role will be expected to schedule/jeopardy manage a percentage of the average 400,000 operations raised per year
Regional ownership of schedule for all work
Monitor the schedule and manage jeopardy for planned and reactive work
Manage the schedule in line with the scheduling core principles
Monitor and manage appointments
Proactive customer outbound contact
Wastewater Event Management
Support toughbook down out of hours
Own and drive an efficient schedule
Preserve flexibility across areas
Maintain a deliverable schedule
Represent reality within the schedule
Work by SLA then priority
Keeping customer informed
Identifying duplicate jobs in E-respond
Knowledge and Skills
Demonstrate knowledge of regulatory customer service standards
Detailed knowledge of service level agreements across the Integrated Control Centre (ICC)
Sound knowledge of the escalation process
Detailed knowledge of wastewater processes
Educated to at least GCSE level (including 'C' or above passes in English and Mathematics)
A high degree of social skills for working in a customer orientated environment.
Previous customer contact experience (face to face, phone or internal customers)
Ability to demonstrate a thorough knowledge and a high level of competence in the use of WFM systems
CMEX Performance measures - focus on reducing volumes and increasing scores
Operational performance measures
Comply with the Companies Health & Safety policies and procedures
Meeting performance dashboard measures
Role is expected to offer reasonable flexibility in the operations of the ICC depending on business needs or demands
Working with planners and site agents to ensure we have the appropriate resource out to customer in a timely manner
Escalating issues as they arise in a busy environment
There are 2 shift patterns available, you will be required to work one of the below shift patterns below -
Option One - Saturday & Sunday between the hours of 7am - 10pm please note you will work 7.4 hours per day, totalling 14.8 hours per week.
Option Two - Saturday & Sunday between the hours of 7am - 10pm please note you will work 7.4 hours per day and 1 x evening per week working the hours of 5pm-10pm, totalling 19.8 hours per week.
Should your application be successful, and you are offered the role, a number of pre-employment checks need to be carried out before your appointment can be confirmed. Any assignment offer with our client will be subject to a satisfactory checking report from the Disclosure Barring Service & a Credit Check
This vacancy is being advertised by Rullion Limited acting as an employment business.
We celebrate and support diversity and are committed to ensuring equal opportunities for both employees and applicants.