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Overall Purpose 

Working as part of a Scheduling team as a Scheduler in a call centre environment for the Repairs and Maintenance division at Axis.

Key Tasks/Activities 

• Managing operatives diaries to maximize work productivity
• Dealing with operative, call centre and client queries
• Providing continuous customer service to the client and its residents
• Scheduling appointments, and managing from start to completion
• Dealing with operative sickness and annual leave, rescheduling or reallocating jobs that cannot be covered
• Closing down jobs ready for invoicing
• Updating notes and appointments on ROCC and DRS as and when job progresses
• Previous building maintenance experience required
• Previous scheduling experience required
• Raising and booking follow on jobs and appointments following operatives requests working with supervisors and their technical knowledge to ensure durations and descriptions are correct

Person Specification

Key Knowledge

  • IT Literate
  • Maintenance sector
  • Maintenance sector terminology
  • KPIs
  • ROCC/Opti-time/DRS

Key Skills

  • Excellent Telephone Manner
  • Customer Service focused
  • Excellent Communication skills
  • Ability to identify problems
  • Ability to identify customers’ needs
  • Willing to go the extra mile to deal with a difficult situation
  • Ability to prioritise issues
  • Ability to meet tight deadlines
  • Ability to work under pressure
  • Attention to detail
  • Team player

Key Experience

  • Call centre environment
  • Maintenance

Other Key Information

  • Excellent Work ethic
  • Treating others with respect