Brookfield House, Taporley Road, Norcott Brook, Cheshire, WA4 4EA United Kingdom
Do you thrive on the phone, enjoy building quick rapport, and love the satisfaction of organising a day that runs like clockwork?
Pennington Choices are looking for someone with confidence, warmth, and a knack for clear communication to schedule appointments for our field‑based team.
In this fast‑paced, high‑volume calling role, you’ll be the friendly voice tenants trust—coordinating visits, managing multiple calendars, and ensuring our team is in the right place at the right time.
Your efficiency and people skills will help us deliver a smooth, positive experience for everyone of our client's tenants we support. If you enjoy a role where every call matters and your organisation truly keeps things moving, this could be the perfect opportunity to shine.
About the role
The ultimate purpose of the role is to support the planning, scheduling and deployment of our Asbestos field-based operations.
You will follow the appropriate processes to ensure that field-base operatives have booked as many work orders as is practical – both in respect of compliance (client/contract response times being met) and also quality (sufficient time is allowed for works order completion).
Field-based operatives work nationwide and for a variety of clients and include directly employed operatives and subcontracted associates.
Our schedulers within the Asbestos Scheduling team will book as many appointments as possible to support the delivery of asbestos surveys and analysis.
Role Responsibilities / Objectives
You will be accountable for implementing the Asbestos scheduling processes in order to effectively deploy field-base operations in the most efficient way. You will be required to ensure we book sufficient appointments on a contract by contract basis to fulfil the contract requirements and thus drive our operational and commercial performance.
Working flexibly within the team, you will deploy resources, as well as handling inbound and outbound telephony demand, and handling the accurate data import of client information. You will work collaboratively with the Scheduling Team Leader, Contract Coordinators, other schedulers, field-base operatives and Operations leaders (leaders within Pennington Choices) building rapport and trust.
In addition, you will be required to manage tenant enquiries in a friendly and helpful manner. Confidence with telephony and operating works management systems is vital.
Responsibilities include:
- Scheduling planned appointments for Asbestos field-based operatives – being conversant utilising multiple works management systems
- Uploading projects to our on-line booking platform
- Retrieving booked appointments from our online booking platform and entering onto our operating platform
- Mail Merge letters for tenants
- Recording points of contact onto our operating platform
- Handling and resolving telephone and email enquiries from tenants
- Proactive outbound telephone calls - persuading and influencing tenants to arrange appointments
- Sharing ideas and insight in order to continually improve the scheduling function including increasing appointments made, appointments kept and properties accessed
Specific team targets will include:
- Tangible productivity improvement – ensuring surveyors are fully booked each day
- Percentage of work orders fulfilled (in terms of appointments made, access and completion)
- Customer satisfaction with deployment/attendance
Role requirements, skills and/or experience
There are no mandatory qualifications required for this role. It is more important to assess relevant competencies and personality attributes.
This role may suit experience in a deployment and scheduling role (not sector/market specific).
The role will suit outgoing and friendly individuals that are able to build rapport.
Please note, due the remote location of our offices (not on any main train/bus routes) you will need to possess a driving licence and have your own vehicle.
1. Priority Setting Spends their time and the time of others on what’s important; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.
2. Functional & Technical Skills Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
3. Time Management Uses their time effectively and efficiently; values time; concentrates efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.
4. Approachability Is easy to approach and talk to; spends the extra effort to put others at ease; can be warm, pleasant, and gracious; is sensitive to and patient with personal anxieties of others; builds rapport well; is a good listener; is an early knower, getting informal and incomplete information in time to do something about it.
5. Patience and compliance Is tolerant with people and processes; listens and checks before acting; tries to understand the people and the data before making judgements and acting; sensitive to due process; follows established process with a very keen attention to details and accuracy.
6. Customer Focus Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
7. Resilience Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.
8. Informing Provides the information people need to know to their job and to feel good about being a member of the organisation; provides individuals information so they can make accurate decisions; is timely with information.
9. Composure Is cool under pressure; does not become defensive or irritated when times are tough; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence.
Benefits / The Package
Pennington Choices has been recognised by Best Companies as being a very good employer each year since 2018. We offer a working environment that is stimulating, where our people are given the tools they need to help shape their careers. With approachable and supportive line management and a proven track record of promoting from within, we encourage our people to be the best they can be, and we provide them with training, variety and support to help them grow.
We also provide colleagues with:
- Competitive salary and transparent salary bands
- Commitment to super flexible and remote hybrid working where applicable
- 37.5-hour working week
- 26 days annual leave plus 8 Bank Holidays (pro rata)
- Additional leave for length of service up to 31 days each year
- Opportunity to buy additional annual leave or sell surplus leave
- Enhanced employer pension contributions of 4% when you contribute 6%
- Enhanced maternity and paternity pay
- Regular Learning and Development opportunities
- Regular company social events including an annual summer BBQ
- Cycle to work scheme, offering savings of at least 32% on a new bike and cycle safety accessories
- Electric Car salary sacrifice scheme, saving 30-60% on an electric car (subject to eligibility)
- Access to an online platform providing employee discounts on hundreds of high street brands
- Access to private healthcare
- Paid sick leave allowance each year
- Free eye tests and contribution towards new glasses/frames
- Access to Employee Assistance Programme
- Referral programme offering up to £1,000
- Access to paid volunteering days in support of local charities/initiatives
- Length of service reward
- Wellness programmes including annual flu jab
Here’s a little more about us
Pennington Choices is an Equal Opportunity Employer, and as such we recruit, hire, train, and promote persons in all job classifications without regard to race, colour, religion, sex, national origin, disability, age, marital status, sexual orientation, gender identity or expression, genetics, status as a protected veteran, or any other characteristics protected by law.
Pennington Choices provides property surveying and consultancy services to organisations nationwide. We have a wealth of experience working with more than 800 public and private sector organisations across social housing, NHS, education, and rail since 2000. At the heart of what makes Pennington Choices special is our people. We also know there’s more to life than work, which is why we will encourage you to stay active, nurture your mental health, and create a fulfilling work/life balance.
Our head office, where this role will be based is a converted barn in the picturesque Cheshire countryside, located just 3 minutes from M56 Jct10, and we have regional offices in Bromley, Kent.
This is an exciting time to join us. We are a business with a strong track record of growth, trusted by clients across housing, health, education, and commercial sectors to deliver safe, sustainable, and high-quality services. As part of the Mears Group, and as a proud B Corporation, we are well-positioned to continue growing while making a positive impact on our people, clients, communities, and the environment.
We are a close-knit organisation with people at our very core, and we strive for excellence in everything we do. As winners of Employer of the Year at both the Warrington Business Awards and the South London Business Awards, we've been recognised by Best Companies as a very good employer each year since 2018.
