Required Knowledge, Skills, & Behaviours:

• A minimum of 5 years experience on a planning and scheduling function of remote and multi sites, with a remote workforce.
• Strong geographical knowledge of the UK to plan and schedule efficiently.
• Excellent telephone skills to ensure clients, engineers, and incoming calls are managed professionally.
• Operational support experience, preferably within a similar role with the facilities management industry.
• Advanced understanding of customer needs and expectations.
• Awareness of skillsets and location of engineers.
• Management of field-based engineers assisting in escalations and site issues.
• Excellent Office 365, Excel, Word, and general IT skills.
• Strong customer service and interpersonal skills.
• Ability to multitask, problem solve, and drive solutions to address customer needs.
• Attention to detail and strong organizational skills.
• Use a collaborative approach across your team and the wider business.
• Display agility and flexibility.
• Have courage to challenge decisions and ways of working to achieve optimal outcomes.
• Experience using CAFM system’s (though this is not essential and training will be provided).

Responsibilities include:

• Efficiently manage, monitor, and schedule Thermatic mobile engineers.
• Minimize engineer travel and downtime by efficient planning and scheduling within your dedicated region.
• Taking information from service request calls from customers, engineers, Job Logic PPM, and statutory requirements to assign the appropriate engineer resource via the Thermatic system.
• End-to-end ownership of all high priority jobs raised.
• Triage of high priority works with direction from the Operations Team and the Technical Team.
• Ensure engineer devices are operational and communicating effectively.
• Consistent review of Thermatic scheduling tools to ensure PPM demand is scheduled efficiently and effectively and that status changes to work orders are completed in accordance with expectations.
• Ensure daily communication is in place with the relevant contracts team to ensure engineers have sufficient workload and future works are scheduled or re-scheduled.
• Adjust and reschedule engineers’ activity to take account of daily fluctuations in service requests in line with agreed hierarchy of criteria such as SLA achievement, reduced travel, reduced costs, and utilisation of engineer skill sets.
• Escalate any issues in a timely manner and to the appropriate line management.
• Ensure accuracy of service request information into Job Logic and customer portals.
• Generate planned PPM and statutory maintenance schedules.
• Communicate regularly with engineers to monitor daily schedule of planned activity, ensuring it is up-to-date and amending schedules to cope with any reported discrepancies from plan.
• Provide additional service administration support as required.