Contact Centre Agent

Location: Nottingham NG7 2NR (Hybrid Tuesday and Thursday office based - Mon, Wed, Friday Remote)

Contract length: 6 month initial contract - Potential to become a 6 month rolling contract or go permanent

Shift Pattern: 39 hours per week - Hybrid Tuesday and Thursday office based - Mon, Wed, Friday Remote (please note for the first few weeks until fully trained this role will be Monday - Friday onsite)

Rate: £12.60/hour - Salary £25,553

Randstad Sourceright, a leading provider of RPO & MSP Recruitment Services are currently recruiting for Job Scheduling Administrators on behalf of a global company in the Tech/ Intelligent Infrastructure industry. This role is from Monday - Friday on a Hybrid basis of 2 days per week in the office on a Tuesday and Thursday. This is a 6 month contract that has the potential to be on a 6 month rolling contract.

The successful Job Scheduling Administrator will join the growing Smart Infrastructure team based in Nottingham. The Job Scheduling Administrators will offer excellent Customer Service and Admin support to the wider team.

The main purpose of this position is to maximise field utilisation within I&C. The Proactive I&C Scheduler will focus on efficiently managing the allocation of work scheduled to the field, aiming to achieve the Jobs Per Day target. This role is key in identifying and addressing areas of underutilisation in the schedule, taking proactive measures to optimize operatives & workloads. Strategies may include outbound calls to customers for booking arrangements, scheduling pending tasks, and identifying additional booking opportunities to improve utilisation.

The ideal candidate will be highly target-driven, self-motivated, and capable of working independently to meet set goals. They must be adept at collaborating dynamically with a range of internal stakeholders, including the Scheduling team, Job Booking, Field teams, Account Managers, and ATOS, to ensure seamless booking coordination. Exceptional customer service skills and a customer-centric approach are essential to excel in this role.

The ideal candidate must be target-driven, highly organised, and able to manage multiple tasks simultaneously in a fast-paced environment. Capable of providing excellent customer service ensuring that appointments are booked within contractual SLAs (Service Level Agreements). The role also involves providing crucial administrative support to field engineers throughout the duration of each job, from initial scheduling to on the day support. This includes managing schedules, troubleshooting issues, and ensuring that all necessary documentation, permits, and risk assessments are in place.

Responsibilities:

• Able to identify areas of underutilisation within the I&C field schedule and take proactive actions to either contact customers to arrange appointments.
• Proactively contacting customers via phone or e-mail to book and schedule appointments.
• Management of field work allocation within Service Power - Responsible for ensuring that no jobs are left 'unallocated' within your area of scope and operatives' workloads are managed appropriately.
• Handling scheduling & booking queries, escalations, and exceptions effectively in a timely manner to defined SLAs.
• Handle field call queries via the team hunt group.
• Re-allocation of unresourced work and managing reschedules within Service Power.
• On day jeopardy management when required & able to carry out the re-allocation of work.
• To provide cover to the scheduling team during peak periods or absences to cover BAU responsibilities.
• To understand and to work within the framework of the Siemens Values and the EYS strategy.

Skills & Previous Experience:

• Must demonstrate excellent communication skills both written and verbal.
• Able to communicate with internal and external customers at all levels of seniority in a professional manner.
• Previous Call Centre experience especially within Utilities would be desirable.
• Work autonomously and take ownership of issues.
• Customer centric mindset.
• Ability to organise and prioritise own tasks.
• Excellent organisational and problem-solving skills.
• Work in an efficient and flexible manner.
• Ability to quickly resolve scheduling and logistics conflicts.
• Self-driven & proactive.
• Attention to detail.
• Willingness to accept and promote change.
• Good working knowledge of Microsoft Outlook and Excel.