Helpdesk Coordinator in Shipley

We are currently recruiting for a Scheduler on behalf of a national provider of sustainable heating solutions. Operating for over 35 years, they have hundreds of staff working for them across multiple offices in the UK. Their services include the design, installation, maintenance and management of plant rooms and heat networks on behalf of local authorities, universities, factories, housing associations, private landlords and utility energy suppliers.

The Field Support Team is responsible for allocating field resources whilst ensuring Service Level Agreements are always adhered to. 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 to work in conjunction with the regional supervisor to deliver the responsive, cyclical and commissioning works across their respective regions throughout the year.

This is a permanent position, based in Shipley, working Monday to Friday, 37.5 hours per week. The salary is paying £27k per annum. You will also receive 25 days annual leave plus bank holidays, company pension, private healthcare, training schemes and development opportunities. This is a full time office role. The planning team operate between 8am – 6pm, Monday to Friday.

Responsibilities:

• 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 always available. 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 contact 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.
• 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 ineffective.
• Call Handling – To take and manage 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 to establish if a maintenance visit is required and entering the collated information comprehensively on the SMS.

Skills & Attributes:

• Previous experience working in a similar role.
• Housing Association/Utility/logistics background - planning/scheduling would be beneficial.
• 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 manner.
• Comprehensive PC Skills including familiarity with the Microsoft Office Package (Excel, Word, Outlook, SharePoint) and the ability to feedback performance issues associated with internal software.
• Takes ownership of problems and actively resolves them.
• Ability to remain calm under pressure.
• Strong ability to work both independently and as part of a wider team.
• Ability to prioritise work effectively.
• Ability to manage own time.