Field Resources Scheduler

Salary: £38,400 – £45,600 per year

Purpose of the Role

• The Field Resources Scheduler works as a member of Scheduling Team that does the scheduling and completion monitoring of all our Service Appointments, ensuring a good customer service to clients, contractors and colleagues
• Responsible as a team member for scheduling all work orders across the various services, in an efficient and cost effective manner.

Specific Responsibilities & Accountabilities

• Monitor Salesforce cases to ensure all queries are being dealt with in a timely manner
• Ensure all work orders, maintenance plans, etc… are adapted over time for recurring work to reflect site requirements

• Using the Salesforce Field Service system ensure all service appointments and are assigned to an appropriate field resource, and are carried out to the customer’s expectations and where necessary in agreement with the field resource

• Ensure that the parameters for our field resources such as skill levels, locations, post code availability, availability, etc… are up to date

• Ensure the field resources have all the information necessary when they are on site to carry out our services

• If required act as a customer liaison when mobilising larger clients, attending client meetings with the account manager where necessary to ensure contract setup is smooth

• Provide administrative support as required, including dealing with customer and field resource queries by phone and email

• Work using the Salesforce Field Service functionality to ensure schedules are fully optimised, and work is being dispatched correctly

• Reallocate work in the case of cancellations, abortive visits, operative sickness, or holiday cover

• Build relationships with field resources to ensure ongoing resource reliability and capacity. Building relationships and trust and acting as a key point of contact.

• Regular scheduled reviews with Assessor Teams

• Ensure efficiency and margin targets are met

• Continuously work to improve the systems we use by automation or helping to develop processes to automate and digitise what we do.

• Continuously analyse what we do via dashboards and reports to look for areas of improvement

• Ensure that our data is correct and where necessary work with all our resources to further enrich the data we have in the system to improve our customer experience and our responses to issues in a more efficient manner.

• Undertake any additional tasks/responsibilities as requested by the People and Process Director

This role will be partially remote, working in the London office at least 4 times per month

Essential Experence & Skills 

Excellent Customer Service 

Client Management and Strong People Skills

Knowledge and experience of working with databases

Experience of contractor relationships 

Good woring knowledge of MS Office 

Excellent communication skills 

Initiative and self management 

Excellent administrative skills 

Desirable Skills 

Previous experience of working with logistical scheduling

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