Summary
As an Operation Scheduler you will validate, correct, schedule, prioritise and organise work for approximately 24 Distribution Technicians to ensure compliance with regulatory and company requirements. Your role will involve working 37 hours a week Monday to Friday, with one Saturday every four weeks and a lieu day to be taken during the week. You will have the opportunity to increase earnings by up to £1,800 per year through our customer satisfaction bonus scheme.
Responsibilities
- Assign distribution technicians work based on operational requirements, work priorities and technician workloads, delivering compliance with job priority KPIs and customer appointments.
- Ensure Wallboard is up to date with team briefs, training, annual leave and accurate schedules of customer appointments and resource management.
- Utilise Maximo, Start Centres and reports to monitor that works have been completed.
- Quality check 100% of completed work orders to ensure technicians have updated the job with sufficient notes for all areas of SEW to complete the remainder of the customer journey process.
- Report on regulatory requirements for missed GSS appointments.
- Liaise with the Wholesale Service Desk team to provide information for the interruption portal and clear operational and customer information.
- Use information and resources to ensure skills and knowledge are kept up to date and continuously developed.
- Build relationships with peers and colleagues to enhance the team working environment, resolve customer problems and ensure successful productivity.
- Cover for the area incident coordinator when required.
Qualifications
- GCSE Maths and English at Grade 4/C (or equivalent).
- Strong communication skills in an extremely busy working environment.
- Ability to make quick decisions and multitask.
- Strong computer skills and flexibility across multiple systems.
- Excellent written and verbal communication.
- Strong customer service focus and determination to resolve customer issues.
- NVQ qualification Level 2 or above in Customer Service/Business Administration (desirable).
- Previous contact centre experience is welcomed but not essential.
- Operational background with knowledge of Maximo, Business Objects, Hi‑Affinity and GIS/Geofied.
- Appreciation of the Distribution & Developer service function and practical knowledge of the role of a Distribution Technician.
Benefits
- Excellent stakeholder pension scheme, up to 10% employer contribution.
- 5 weeks holiday plus bank holidays per annum, increasing to 6 weeks with length of service.
- Flexible annual leave policy to buy or sell holiday leave.
- Paid volunteering days.
- Cycle to work scheme.
- Health cash plan.
- Life assurance.
- Wellbeing related benefits.
- Compensation package: £29,654.20 p.a.
Equal Opportunity
We know the communities we serve are diverse. We recognise that creativity comes from diversity, not similarity, and are enthusiastic about creating inclusion across age, race, gender, ethnicity, religion and identity. You will experience our dedication to equal opportunities and fair treatment for all through your recruitment, employment and career progression with South East Water.
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