Customer Service Scheduler

Job Description

Customer Service SchedulerLocation: 80% working from home, 20% from our office in Peterborough, PE2 6GNSalary: £22K per annum + £4,000 unsociable hours allowanceContract: Full time, PermanentHours: Monday - Thurs 14.00 - 22.00 (Working from Home), Friday 14.00 - 22.00 (From our Office and Working from Home in the evening)Benefits: 25 days annual leave plus bank holidays*, Free onsite Parking, Enhanced Pension Scheme up to 11% employer contribution, Health insurance of up to 75% of salary, Up to 6x Life Assurance, Employee Assistance Programme and Free WellbeingApp (Thrive)!We are Hobart UK; we are recruiting and we want you!We are a renowned market leader in commercial catering equipment, manufacturing cooking equipment, warewashers and food preparation machines for the foodservice industry.We are part of Illinois Tool Works (ITW), a global Fortune 250 diversified industrial manufacturer of value-added consumables and specialty equipment with related service businesses.With more than 50,000 employees worldwide ITW have a strong focus on talent management, offering every single employee the chance to grow and build their career.Customer Service Scheduler - About the role: We are now recruiting for a Scheduler with high attention to detail, ensuring our calls are scheduled to enable our technicians to be as productive as possible whilst balancing the delivery of customer KPIs and business targets. In addition to this as our Scheduler you will be directly responsible for:

• Being an expert on our FLS scheduling system and ensuring that all necessary routines are completed to ensure scheduling accuracy.
• Provide daily reporting to the leadership team covering the next day’s plan.
• Complete a daily handover with the Service Delivery Team leader for consistent delivery of the plan.
• Monitor trends of our key scheduling KPIs and manage plans accordingly.
• Book in technicians for service visits as required by phone, email, or customer portals.
• Send out customer communication as required to keep them updated with scheduled calls.
• Be an expert on the internal scheduling system and ensure that all necessary routines are completed accurately.
• Raise site specific permits where required, enabling our technicians to access sites without delay.
• Update customer portals with information relating to service calls ensuring statuses are accurate.
• Handle general customer enquiries, escalations, and complaints relating to scheduling.
• Maintain the internal call management system and capture accurate notes with any call intervention.
• Prioritise urgent calls and make decisions that support delivery of excellent service.
• Maintain alerts in the system that support customer procedures that need to be followed.

In order to be successful in this role you must have / be:

• Strong analytical skills with a detail orientated approach.
• Highly motivated and well organised, with the ability to prioritise workloads.
• Ability to interpret data and communicate key messages both verbally and in writing to all levels.
• Able to communicate clearly and effectively with a customer focused attitude.
• Team player who is adaptable and happy to support others to achieve the overall business goals.
• Results focused with the ability to make decisions and work independently.
• Previous experience of working to structured KPI’s / SLA’s
• Competent user of Microsoft Office Suite.

We are committed to building a culture where difference is valued, and everyone can achieve their potential at work regardless of their background.We welcome applicants who present the right transferable skills and behaviours to achieve success.Click on "APPLY" today!

Keyskills :
Customer CareCustomer ServiceSchedulingAdministrationScheduler