Customer Service Advisor (Hybrid) Day/Night in Leeds

Location: Leeds, United Kingdom | Full time

Works Scheduler Location: Hybrid Working Available

Reporting to: Head of Customer Services

Work Pattern: 4 on 4 off Day and Night shifts. Shifts are 7am - 7pm and 7pm - 7am. Please note there is a shift allowance payable for night and weekend works.

SWARCO UK & Ireland – The Better Way. Every Day. At SWARCO, we are at the forefront of intelligent traffic management, delivering innovative solutions that keep people moving safely and efficiently across the UK and Ireland. Our technologies include Intelligent Traffic Systems, Traffic Signals, Parking Solutions, EV Charging and Smart Street Lighting. As part of the global SWARCO Group, we combine local expertise with international innovation.

What you'll do

As a Works Scheduler, you will play a vital role in ensuring the effective delivery of our maintenance and service contracts. You will be responsible for coordinating reactive faults, planned maintenance activities and engineer workloads, ensuring customer service levels are consistently achieved or exceeded. Working closely with engineers, Service Delivery Managers and customers, you will take ownership of service requests from receipt through to completion while maintaining a strong focus on customer satisfaction and operational efficiency.

Key responsibilities

• Schedule and coordinate reactive fault responses in line with contractual SLAs.
• Allocate work to engineers based on location, skillset, workload and fault priority.
• Monitor and manage customer requests through to successful resolution.
• Liaise with engineers, customers, subcontractors and internal stakeholders to ensure effective service delivery.
• Schedule and track periodic inspections and planned maintenance activities.
• Escalate service issues where necessary to ensure contractual performance is maintained.
• Process maintenance and chargeable works administration, including billing support.
• Maintain accurate records within service and fault management systems.
• Support out-of-hours service operations on a rota basis alongside colleagues.
• Ensure compliance with all Quality, Health, Safety, Security and Environmental procedures.

Profile

What we're looking for

• Experience working within a scheduling, planning or coordination role.
• Excellent customer service and telephone handling skills.
• Strong organisational and problem-solving abilities.
• Experience using data to support decision-making and continuous improvement.
• Good working knowledge of Microsoft Office applications, particularly Excel.
• Strong communication skills, both written and verbal.
• Ability to work independently and collaboratively within a team.
• GCSE level education or equivalent.
• Experience using fault management or scheduling systems.
• Previous experience within a service desk, helpdesk or service centre environment.
• Experience working within engineering, utilities, infrastructure or field service environments.

What we offer

As well as providing a competitive salary, SWARCO actively promotes a supportive and inclusive working environment and offers excellent opportunities for development and career progression. Benefits include:

• Hybrid working opportunities
• 25 days holiday, rising with service, plus Bank Holidays
• Company pension scheme with generous employer contributions
• Employee Assistance Programme
• Life Assurance
• Employee discounts portal
• Ongoing learning and development opportunities
• Cycle to Work scheme (where applicable)

SWARCO is an equal opportunities employer and welcomes applications from all suitably qualified candidates.