POSITION TITILE: Service Scheduler
REPORTS TO: Service Team Lead
REPORTS: Nil
KEY RELATIONSHIPS: Service Team, Clients, Trades, Compliance, Finance
Job Overview This position is responsible for scheduling, managing, and completing our clients’ work orders across various sites, through utilization of our network of trades, including both internal staff and external subcontractors. As a key member of the team, the Service Schedulers are the point of communication between the field, office and clients.
Responsibilities and Duties
Responsible for end-to-end management of work orders, including planned maintenance (PM) and reactive maintenance (RM) tasks, ensuring:
100% completion for PM and RM work orders in line with client or contract service level agreements
Management of overdue work orders
Scheduling bookings with clients, ensuring suitable access is arranged
Manage comprehensive records of all job notes to outline steps taken
All other internal processes and procedures are adhered to
Regularly updating necessary systems, portals, and other client systems throughout the workday.
Ensuring all relevant paperwork is completed and submitted, ensuring daily jobs are closed out in all necessary systems.
Acting as a dedicated point of contact for communication and reference between the field (trades team) and clients.
Responding to and resolving all client enquiries in a timely manner.
Raising purchase orders and material purchase orders at correct costs and for correct contractors/suppliers.
Ongoing communication with Service Managers and Trade Managers to escalate any issues identified with jobs.
Problem-solve client and trade issues to avoid/resolve any complaints or issues.
Assisting across the team for work related job queries for field staff when they are out on site,
Build strong relationships with trades people, clients, and peers to administer high quality customer service. This Position Description specifies a non-exhaustive list of responsibilities. Employees may be required to perform additional duties that are relevant to their positions upon request from management. This Position Description may change in line with the needs of the Business.
Skills, Experience and Attributes
Skills:
High degree of accuracy and attention to detail
Strong ability to multi-task and handle competing deadlines and priorities.
Strong and effective communication skills both written and verbal.
Process conformance
Demonstrated skills in communication with stakeholders, problem-solving, planning, time management, adaptability, negotiation & adapting to changing situations/work schedules
Experience:
Demonstrated experience in the use of judgement to enable quality decision making
Demonstrated experience in budget management and forecasting
Experience in customer service, or service coordination in facilities maintenance or property.
Advanced data entry including a high transaction environment
Intermediate MS office (word, excel, outlook) Personal Attributes:
Proactive team member with positive, can-do attitude,
Self-motivated and able to thrive in a results-driven environment
Commitment to high standard
Able to work well individually and in team settings
Customer focused
Open-mindedness and collaborative.