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Resource Scheduling Coordinator
March 5, 2018 | Comments Off on Resource Scheduling Coordinator
Location: Huntingdon
Kier Utilities is looking to recruit a Resource Scheduling Coordinator based at our offices in Huntingdon, whose role will be to plan and schedule work to meet key business performance targets and ensuring excellent customer service.
Responsibilities:
- Monitor planned and reactive work activities to ensure the assured provision of excellent IMDS services
- Manage work schedule and deal with jobs that cannot be automatically scheduled or are in jeopardy to ensure that business objectives are met
- Ensure today's task list filter is managed throughout the day
- Confirm jobs at risk of missing LOS are planned and escalated as appropriate
- Ensure availability is recorded in the system
- Guarantee that on-the-day changes in resources are updated in the schedule, and handle any jobs (planned and reactive) that fall into jeopardy as a result
- Identify customer specific or auto schedule jobs and liaise with the customer using the most appropriate communication method to confirm the appointment
- Manage the customer's expectation with regard to level of service
- Liaison with field resources to ensure that work status information is current
- Monitor customer service levels of proactive and reactive work deployed and keep customers informed where necessary
- Proactively monitor for duplicate work requests to prevent un-necessary field visits
- Take action to deal with operational staff requests for assistance and escalate situations early to manager to assist in managing operational risk
- Ensure own compliance with contingency plan procedures during incidents and ensure own compliance with quality procedures
- Assist in updating systems with relevant work information following periods of 'downtime'
- Highlight areas of process non-compliance from field resources so that training needs may be identified
- Ensure to provide effective use of resources that adhere to contract KPI's
- Comply with the Traffic Management Act requirements to avoid FPN's
- Action chases and complaints and reply to Back office Team Leader immediately
- Ensure rework is actioned immediately to minimise the effect on the customer
- Ensure compliance with contingency plan during incidents/system outage
Key Skills and Qualifications:
- Proven experience in a similar role within a operational or operational support environment or in a customer-facing environment with a strong knowledge of the metering processes
- Relevant experience in one of the following areas - metering, water operational processes, scheduling
- Excellent IT and keyboard skills
- Excellent interpersonal, analytical and customer service and communication skills
- Strong prioritising and decision making skills
- Able to show initiative, working on own or as part of a team
- Able to demonstrate a highly flexible, constructive attitude and strong team working skills
About Kier:
Make the journey. Leave a legacy.
Being part of Kier means living our values of being collaborative, enthusiastic and forward thinking. We all have the potential to shape our world, and it's through these values that we will leave a lasting legacy. Bring your talent and ambition to Kier and you will be given the scope and opportunity to invest in your own future, to build your expertise and contribute to a rich and diverse culture.
Kier is an inclusive employer.
Let's shape your world together.