SWARCO ITS
Customer Service Advisor (Hybrid)
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Customer Service Advisor (Hybrid)
Customer Service Advisor (Hybrid)
Company Description
Customer Service Advisor / Works Scheduler
Location: Hybrid Working Available
Reporting to: Head of Customer Services
Work Pattern: 4 on 4 off, Day shifts (7am - 7pm) Please note: shift allowances payable for weekend work
Welcome to SWARCO UK & Ireland – The Better Way. Every Day.
At SWARCO, we lead in intelligent traffic management, delivering innovative solutions that enhance safety and efficiency across UK and Ireland. Our specialities include:
- Intelligent Traffic Systems
- Traffic Signals
- Parking Solutions
- EV Charging
- Smart Street Lighting
As part of the global SWARCO Group, we combine local expertise with international innovation.
The Challenge
We are currently looking for a proactive and organised Works Scheduler to join our Customer Services Team.
What You’ll Do
As a Works Scheduler, you will play a vital role in ensuring that our maintenance and service contracts are delivered effectively. Your responsibilities will include:
- Coordinating reactive faults
- Planning maintenance activities
- Ensuring customer service standards are consistently met or exceeded
You will collaborate closely with engineers, Service Delivery Managers, and customers, taking ownership of service requests from start to finish. Your primary focus is maintaining customer satisfaction and operational efficiency.
Key Responsibilities
- Schedule and coordinate reactive fault responses within contractual SLAs
- Allocate work to engineers based on location, skillset, workload, and fault priority
- Monitor and manage customer requests through to successful resolution
- Liaise with engineers, customers, subcontractors, and internal stakeholders
- Arrange, schedule, and track periodic inspections and planned maintenance
- Escalate service issues to meet contractual performance expectations
- Handle maintenance and chargeable works administration (including billing support)
- Maintain accurate records within service and fault management systems
- Support out-of-hours operations on a rota basis
- Ensure compliance with all Quality, Health, Safety, Security, and Environmental procedures
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What We Offer
We provide a competitive salary, a supportive and inclusive work environment, and plenty of opportunities for development and career progression.
Benefits Include:
- Hybrid working flexibility
- 25 days’ paid holiday, increasing with service, plus bank holidays
- Holiday purchase scheme
- Company pension scheme with generous employer contributions
- Employee Assistance Programme
- Life Assurance
- Employee discounts portal
- On-going learning and development opportunities
- Cycle to Work scheme (where applicable)
Profile
What We’re Looking For
Essential:
- Experience in a scheduling, planning, or coordination role
- Strong customer service and telephone handling skills
- Excellent organisational and problem-solving abilities
- Experience using data for decision-making and continuous improvement
- Good working knowledge of Microsoft Office applications, particularly Excel
- Strong written and verbal communication skills
- Ability to work independently and collaboratively within a team
- Minimum GCSE-equivalent education
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Desirable:
- Experience using fault management or scheduling systems
- Previous experience in a service desk, helpdesk, or service centre role
- Experience in engineering, utilities, infrastructure, or field service environments
Ready to Join Us?
Are you highly organised, customer-focused, and passionate about a fast-paced environment where no two days are the same? Then we’d love to hear from you!
Apply today and help us deliver smarter, safer, and more sustainable transport networks of tomorrow.
Note: Applications are shortlisted on a rolling basis. Once a suitable candidate is found, vacancies may close early. We encourage early applications.
Work Right: Successful candidates must have the right to live and work in the UK.
About Us: Equal Opportunities Employer
SWARCO is committed to an inclusive environment and welcomes applications from all suitably qualified candidates.
Agencies note: Any unsolicited CV submissions outside our logistics arrangement will be considered our property.
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Innovative. Inspired. In-Demand.
Join us and grow with SWARCO UK – shaping the mobility of tomorrow. Visit our careers portal to apply!
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