Job Purpose
To efficiently and profitably schedule and dispatch Minor Works Engineers on behalf of Mitie Fire and Security in order to complete minor works and, on occasion, corrective and preventative maintenance visits in line with customer requirements and industry standards. The role requires excellent customer service skills, meticulous attention to detail and the ability to work well under pressure. A proactive approach and strong interpersonal interaction with all departments is essential to support the Customer Charter.
Key Responsibilities
- Work closely with the manager and support National Account Managers to meet customer expectations.
- Attend ad‑hoc meetings with key clients to enhance internal and external working relationships.
- Complete the Regional Schedulers checklist daily, maintaining an audit trail and reporting to the DRS/Scheduling Supervisor.
- Proactively monitor engineers’ activity, ensuring early dispatch, attendance at first job and completion throughout the day.
- Build and maintain strong relationships with engineers, stores and RSM to ensure all FA calls are actioned.
- Add clear notes to Cash outlining what happens next and when.
- Update client portals and helpdesks in line with account instructions.
- Answer all customer calls within three rings.
- Retrieve and process all phone and email messages within SLA.
- Understand geographical regions and engineer coverage.
- Schedule all work within the designated area using Scheduler+ software, ensuring SLA compliance.
- Book works with sites in accordance with customer and site requirements.
- Process orders to ensure work is carried out on time for invoicing.
- Manage workload proactively.
- Ensure the area is clear of jobs at shift end by contacting engineers and allocating remaining jobs for future attendance.
- Communicate effectively with internal and external customers.
What We’re Looking For
- Self‑motivated personality with energy, drive and enthusiasm.
- Clear communicator with a good telephone manner towards colleagues and customers.
- Ability to work in a team and on own initiative.
- Ability to follow processes with strong attention to detail.
- Respectful attitude towards customers, colleagues, managers and directors.
- Excellent time‑management and communication skills.
- Ability to handle multiple priorities with a structured approach.
Inclusive Recruitment Statement
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long‑term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make reasonable adjustments, do anything differently during the recruitment process, please let us know.
#J-18808-Ljbffr…