Interserve Support services are currently recruiting for a number of fantastic Customer Service opportunities based in our new offices near Birmingham International airport and a 5 minute walk from the train station.
Interserve’s Service Delivery Team currently provides Customer Service and Service Delivery for two Central Government and Defence accounts, providing our customers with first class service for their facility management needs, and also providing operational support to our Internal Engineering teams to ensure that we respond to our customers’ requests correctly first time and within the agreed time-frame. It is our responsibility to manage the end to end process as efficiently and cost effectively as possible.
We are looking for a Scheduling Specialists to join our Service Delivery team on a Permanent basis. The team is not directly responsible for the management of the engineers; however they are responsible for the management of the engineer’s workload, time and productivity.
The Specialists will provide a highly efficient service. They will deploy the correct resource to ensure a first time resolution and fix for the customer, ranging from deploying an internal engineer with the correct skill, through to arranging for one of our subcontractors to attend but above all, arranging for a fix to happen in the quickest possible time. The team ensures the correct utilisation of the national engineering resources and that external suppliers are engaged where required, whilst completing the administration processes correctly every time and that all of our customers’ requests are responded to within their agreed SLA.
The Scheduling Specialists will always take full ownership of each customer request and know how to come up with the best solution in appropriate time. They will know their way around a computer; understand excellent service delivery and the importance of accuracy and customer focus. Above all they will be people centric and go out of their way to help colleagues and customer alike.
This role will be a shift pattern covering the core hours of 07:00 - 19:00, on weekly rolling rota .
To schedule all reactive and planned work to the correct resource, paying attention to response targets, geographical locations and technical expertise
To have full use and understanding of systems used for logging and scheduling jobs - Maximo and 360 experience would be advantageous
To ensure, all engineers have a full schedule of work each day and are being fully utilised to ensure maximum productivity
To ensure all pre-planned visits are arranged with external and internal customers to avoid 'no access' issues
Arrange attendance with external subcontractors, raising the appropriate paper work such as work details and purchase orders, to enable speedy resolution within SLA
Ensure all jobs are attended and completed within the required response time
Follow-up all jobs not marked by engineers as completed after attendance and reallocate jobs as required
Deal with telephone queries promptly and in a professional manner
Ensure non-productive time is logged in the system e.g. Supplier visits, vehicle breakdowns etc
Advise team leader of any issues with specific jobs, clients or engineers
Accurately record all actions taken on the required systems to ensure a full audit trail
Be aware of the business continuity plan for the part of the business you work in
What we are looking for
SC and CTC security clearance is essential to work on our Government and Defence contracts, therefore UK citizenship, with 5yrs+ UK residency is essential.
Experience of working within a Service Delivery / Contact Centre team
Strong IT skills
Proven customer service skills are essential
Experience of working in a fast paced service centre environment
Experience of managing resources to optimise performance , in a target driven scheduling environment, recognising and taking into account, skills, availability and location
Is passionate about delivering high quality service to agreed KPIs and SLA’s
Advanced computer skills with the ability to record and interpret information from multiple systems
Takes ownership and action in an ever changing environment
Demonstrates a high level of communication skills and has the ability to provide detailed information and advice in a clear and positive manner
Has the ability to interact and communicate as appropriate to the audience, from internal colleagues through to senior managers and 3rd party suppliers
Has the ability to work under and respond positively to pressure in a busy and diverse environment
Has a creative approach to analysing and solving problems through the use of technology and reported information
Demonstrates compliance to policies and procedures as set by the business
Has a disciplined approach to the execution and completion of tasks, whilst identifying opportunities to improve service delivery
Able to work well as part of a team, contributing to team spirit and success
Maintains a positive can do attitude, readily accepting change initiatives
Working within a scheduling environment; knowledge of MAXIMO v7 or other CAFM systems; knowledge of working with scheduling software would be advantageous