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For Companies At a Glance
- Tasks: Manage field operations, scheduling, invoicing, and communication with engineers and clients.
- Company: Join Switch2 Energy, a leader in energy solutions committed to sustainability and innovation.
- Benefits: Enjoy flexible working options, competitive pay, and opportunities for professional growth.
- Why this job: Be part of a dynamic team that values collaboration and makes a real impact in the energy sector.
- Qualifications: GCSEs or NVQ in customer service/administration; 2 years experience in a similar role preferred.
- Other info: Ideal for detail-oriented individuals who thrive in fast-paced environments.
The predicted salary is between 30000 - 42000 £ per year.
Main Purpose of the Role
The Field Support Team is responsible for allocating field resources whilst ensuring Service Level Agreements are adhered to at all times. The primary function of the role is to provide the back office administration of the Field Operations Department and ensuring that agreed appointments are scheduled and completed through our bespoke SMART Serve System including the processing of the returned data for contract allocation, invoicing and engineer payment purposes; where necessary escalating any issues to the respective client representative and/or designated regional supervisor; to work in conjunction with the regional supervisor to deliver the responsive, cyclical and commissioning works across their respective regions throughout the year.
Whilst the following key primary and secondary tasks are undertaken it is essential that the respective escalation procedures are adhered to and followed at all times. Additionally it is expected that all team members will work extremely closely together forming and maintaining a strong team environment including the fostering of a close working relationship with their respective regional engineering team. Due to the operational nature of this role, this team unit is seen as an essential component to the successful delivery of the operational objectives and the wider ranging success of Switch2 Energy Ltd.
Main Responsibilities
Time Sheet Management
Time Sheet Management – complete the Time Sheet Management (TSM) for your region to ensure that each engineer’s day works have been processed including the verification of their time sheet and time summary, the creation of their pay sheet and a full review of their day details including the selection of the correct contract for invoicing purposes.
- Daily completion of Time Sheet Summary (TSS)
- Generate time sheet report for monthly submission
- Contract management for allocation of invoices
Invoicing
- Generate accurate, complete and timely invoices
- Addressing invoice queries, issuing credits
- Ongoing monitoring and validation of invoices
- Communicating with internal and external customers to investigate discrepancies/problems
- Timesheet queries
- Dealing with invoicing queries
- General administration of invoicing and upkeep of database
General Admin tasks including but not limited to:
- Job parts recording for invoicing
- KPI / SLA reports
- Invoicing reports
- Other Ad Hoc tasks as required
Secondary Tasks
Work in Progress Management – Manage Work in Progress (WIP) so that all live works are carried out effectively, ensuring that the total WIP value does not exceed agreed parameters and maintain the status of the system to ensure that the most up to date information is available and at all times. Throughout this process liaise with the client and/or resident or internal department where applicable and your engineering team in a professional and coherent manner throughout ensuring that all parties are fully informed with respect to live jobs.
Scheduling, Engineer Allocation – Assign all live jobs for re-active, planned and CMV work held within the WIP file to the engineering team and in doing so ensure that the correct engineer resource has been allocated based upon their geographical location, competencies level and expected duration of the proposed works in accordance with their daily schedule.
Resource Planning – Plan the regional resources to accommodate commissioning works, inter departmental engineering requirements, contractual obligations i.e. CMV, exception checking programs and or other pre planned programs of work as required.
Scheduling, Appointments – where an appointment is required ensure that these are agreed in accordance with our contractual obligations wherever possible, the availability of the regional resources and the current WIP schedule. In the event that a proposed or agreed appointment cannot be honoured make contact with the customer and re-schedule their appointment as appropriate.
Project Coordination – Assist with the programming and scheduling of any project works being undertaken within your region including taking ownership in relation to engineer availability, monitoring progress and ensuring projects are completed within the required timescales.
Reporting – Produce the following regional reports in accordance with the departmental month end procedures and both internal and external client reporting timelines:
- CMV Status
- WIP Status
- Regional Report; and where necessary
- Ad-hoc Status Reports
Health & Safety Flags – Update and maintain any reported H&S flags within the SMART Serve application immediately escalating any H&S issues through the companies designated escalation procedures.
Cyclical Maintenance Visit Management – Plan, coordinate and schedule the contracted CMV works within your region working closely with the regional engineer team and the client including requesting their support where standard access routines are proving in effective.
Call Handling – to take and manage the following calls in a highly professional manner from our broad range of customers, logging the information correctly and as fully as possible on our bespoke SMART Serve System (SMS), offering service appointments where appropriate, and managing the expectations of the caller in accordance with the Companies policies and ethos. Whilst taking the calls, analyse the fault in as much detail as possible in order to establish if a maintenance visit is required and entering the collated information comprehensively on the SMS.
- Prepayment or POS Queries
- Response Maintenance Calls
- Cyclical Maintenance Visit Calls
- Engineer Queries
- Complaint Handling
Key Skills and Behaviours Required
- Excellent communication skills. Comfortable with use of telephone systems. The ability to liaise with both Customers and Engineers over the telephone in a professional, highly organised and professional manner.
- Experience in a Call Centre/Customer related role.
- Ability to seal with changing environment from highly pressurised to quieter times.
- Comprehensive PC Skills including the familiarity of the Microsoft Office Package (Excel, Word, Outlook, SharePoint) the ability to feedback performance issues associated with internal software.
- Strong attention to detail and the ability to analyse and interpret large volumes of data
- Problem solving ability
- Excellent numerical skills
- Excellent administrative and organisational skills
- Ability to effectively and accurately manage a high-volume workload
- Knowledge of invoice processing
Knowledge, Training and Relevant Experience to do the job
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- Educated to GCSE ‘O’ level standard or NVQ level 2 or 3 in customer service or administration.
- Minimum of 2 years experience in a similar role
- Experience in utilities would be an advantage
Switch2 Energy is committed to equal employment opportunities.
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Field Operations Scheduler employer: Switch2 Energy Limited
Contact Detail:
Switch2 Energy Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Field Operations Scheduler
✨Tip Number 1
Familiarise yourself with the SMART Serve System mentioned in the job description. Understanding how this bespoke system works will give you an edge during interviews, as you'll be able to discuss how you can effectively manage scheduling and invoicing.
✨Tip Number 2
Highlight your experience in call centre or customer service roles. Be prepared to share specific examples of how you've handled high-pressure situations or resolved customer queries, as these skills are crucial for the Field Operations Scheduler position.
✨Tip Number 3
Demonstrate your organisational skills by preparing a mock schedule or report based on hypothetical scenarios related to the role. This will show your proactive approach and ability to manage workloads effectively.
✨Tip Number 4
Research Switch2 Energy and their operational objectives. Understanding their mission and values will help you align your answers during the interview, showcasing that you're not just looking for any job, but are genuinely interested in contributing to their success.
We think you need these skills to ace Field Operations Scheduler
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Field Operations Scheduler role. Focus on your administrative abilities, communication skills, and any experience in customer service or invoicing.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific responsibilities from the job description that excite you and explain how your background makes you a great fit.
Highlight Relevant Experience: When detailing your work history, emphasise any previous roles that involved scheduling, resource allocation, or invoice processing. Use quantifiable achievements to demonstrate your impact in those positions.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for this role.
How to prepare for a job interview at Switch2 Energy Limited
✨Know the Role Inside Out
Make sure you thoroughly understand the responsibilities of a Field Operations Scheduler. Familiarise yourself with time sheet management, invoicing processes, and resource planning. This will help you answer questions confidently and demonstrate your suitability for the role.
✨Showcase Your Communication Skills
Since this role involves liaising with both customers and engineers, be prepared to discuss your communication style. Share examples of how you've effectively managed calls or resolved issues in previous roles, highlighting your ability to remain professional under pressure.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss specific instances where you've successfully solved problems or handled discrepancies. This could involve timesheet queries or invoice issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Familiarise Yourself with Relevant Software
As the role requires comprehensive PC skills, especially with Microsoft Office, brush up on your Excel and Word capabilities. If possible, mention any experience with bespoke systems similar to SMART Serve, as this will show your adaptability and readiness to learn.
