Job Details

Scheduler

Ref
ADVsched
Region
North West
Location
Liverpool
Position Type
Full Time
Job Type
Experienced

About Amey

Our 20,000 employees at Amey deliver great services that you rely on daily, at home and on the move. In a nutshell, our services include Engineering, Utilities, Facilities, Transport, Environmental, Defence and Justice. You’re one of 64 million people who have used a service we support today.
 
Working with us is always exciting and rewarding. Playing your part in delivering great service to our customers will help you to achieve your goals with us. We’ll give you the chance to shine, whether that’s learning new skills or just working with a great group of people every day. You can make a real difference to your career and the lives of the communities you work in.  

What makes this role unique?

We’re looking for Smart Metering Schedulers to join our busy team at the contact centre in Speke, Liverpool.
Schedulers will be responsible for scheduling appointments to install smart meters on behalf of clients whilst maximising engineer capacity by outbound calling. They will also be responsible for resolving queries from clients and liaising with all relevant teams to ensure that an excellent service is provided.
 
Smart meters are becoming more prevalent in response to a government legislation which aims to fit 53 million digital gas and electricity meters in 30 million premises across England, Wales and Scotland by 2020.
 
In this varied, fast-paced role, you’ll have responsibility for prioritising your daily workload, which can be anything from liaising with engineers to ensure adherence to schedule right through to identifying opportunities that add value and improve our customer experience.

What will this role involve?

  • Planning of installs by liaising with customers to agree a suitable date and time.
  • Delivering outbound calling activity in line with business key performance indicators and answering inbound calls in line with business service level agreements
  • Schedule works to ensure route planning is both realistic and efficient
  • Managing the end-to-end coordination process to ensure work is carried out to schedule and systems are updated accordingly
  • Monitor progress of engineers and challenge any negative behaviours
  • Reallocate jobs where necessary due to engineer absence or non-attendance
  • Utilising daily reports to ensure work is appropriately prioritised to meet SLAs
  • Working on all departmental IT systems required to deliver the work and ensure records are updated appropriately
  • Providing reports as necessary to ensure all stakeholders are adequately informed
  • Use of the CRM system, dispatching and scheduling faults staff where required
  • Recording of annual leave and other absence in designated system for all field based staff in the area
  • Working with the Team Leaders and wider management team to ensure that we deliver the required planned productivity targets
  • Ensuring that customer queries and issues are addressed professionally and in a timely manner, referring complaints to relevant team, as appropriate
  • Identification of opportunities for improvement in performance, implementing or recommending change

What are we looking for?

  • Good level of PC literacy, with the ability to learn and use a variety of systems.
  • Fast and accurate keyboard skills
  • Good customer facing skills with the ability to manage and resolve customer issues and queries
  • Self-motivated, with a strong desire to succeed
  • Courage to challenge
  • Ability to work in a pressurised environment as part of a highly focused team
  • High level of Health & Safety awareness
  • Ability to prioritise and manage own workload effectively
  • Accuracy and attention to detail
  • Strong negotiation and influencing skills