Customer Experience Scheduler

Location: North West Region – Liverpool / St Helens

Reporting To: Head of Customer Experience

Purpose of the Role

Our client is seeking a Customer Experience Scheduler to join their North West operations team. This role is critical in coordinating appointment and planning activities to support field teams and specialist contractors in achieving service delivery targets. The Scheduler will also be instrumental in ensuring the highest standards of customer service and operational efficiency.

Key Responsibilities

• Schedule and coordinate maintenance or construction works to meet client contract conditions, minimise downtime, and optimise field team efficiency.
• Handle internal and external customer enquiries to resolution, adjusting schedules dynamically to meet business goals and exceed expectations.
• Assist with resource forecasting and performance measurement to prioritise operational needs.
• Monitor the completion and accuracy of operative tasks using internal systems to ensure performance and financial reporting is accurate.
• Maintain compliance-related records (Gas Safety, Electrical Testing, Asbestos, etc.) and ensure they are kept up to date.
• Support lone worker protocols by monitoring field activity and ensuring operatives remain active throughout their shifts.
• Generate performance reports using Excel and other relevant tools.
• Coordinate the repair and maintenance service to meet agreed timeframes, cost limits, and quality standards.
• Collaborate with other schedulers and customer liaison officers (CLOs) to ensure a seamless workflow.
• Raise variation orders and order parts/materials in advance where required.
• Provide professional and courteous customer service across all channels of communication.
• Monitor staff attendance, holiday, and sickness to adjust schedules and maintain service continuity.
• Answer inbound customer calls when needed, resolving issues at first contact whenever possible.
• Communicate with clients during scheduling delays caused by weather, priorities, or other disruptions.
• Liaise with client managers, utility companies, and external contractors for effective project coordination.
• Provide administrative support including document preparation, correspondence, and record keeping.
• Participate in an out-of-hours rota to handle emergency service requests.
• Implement effective performance monitoring and support continuous improvement initiatives.

Corporate Responsibilities

• Uphold the organisation’s mission, goals, and core values.
• Promote and maintain a safe working environment in line with health and safety policies.
• Comply with relevant policies and legislation, including data protection, equality and diversity, financial regulations, and customer service standards.
• Communicate openly and professionally with clients and customers.
• Support service delivery improvements and the pursuit of value for money.

Key Performance Indicators (KPIs)

• Appointments Made and Kept: 99.5%
• Target Surplus: 8%
• Optimised diary management for remote workers to support operational and financial goals.

Candidate Profile Summary

The ideal candidate will have prior experience in scheduling or planning within a maintenance or operational setting, along with strong customer service and communication skills. A working knowledge of scheduling systems and Microsoft Excel is essential. The successful applicant should be proactive, well-organised, and comfortable working independently or as part of a team. A qualification in customer service or business administration, as well as a valid driving license and health & safety awareness, would be advantageous.