At IMSERV, we're proud to be one of the UK's leading energy data and metering specialists. We deliver award-winning services to customers across the country, providing specialist metering technology for electricity, gas and water, alongside highly accurate energy data collection services.
About the Role
You will manage and coordinate Field Technicians' schedules to maximise operational efficiency while ensuring an excellent customer experience. You will work closely with customers and stakeholders to understand service expectations and ensure activities are delivered in line with agreed service levels. Using a variety of systems and tools, you will plan, monitor and optimise field operations to achieve the best outcomes for both the business and its customers. You will also take ownership of the abort management process, analysing site aborts to identify root causes, implementing corrective actions and driving continuous improvements to reduce repeat occurrences and enhance overall operational performance.
Responsibilities
* Optimise technicians' schedules to drive efficiency.
* Conduct root cause analysis on failure demand, identify trends and reduce future risks.
* Assist with RFM requests regarding schedules.
* Manage and prioritise your workload to meet team and industry deadlines.
* Liaise with technicians where applicable to achieve the most efficient schedule
* Identify and fix scheduling issues like overlapping jobs and long travel times to ensure efficiency and minimize downtime.
* Strive for a right first-time outcome for all jobs.
* Adjust schedules in real-time to enhance technician availability and service quality.
* Investigate job aborts and reattendances to prevent recurrence.
* Collaborate with planning and field teams to reduce repeated visits and avoidable job failures.
What you'll need
Knowledge & Qualifications
* Strong verbal and written communication skills.
* Proficient in Microsoft Office (Excel, Word, etc.)
* High computer and system literacy for multiple systems.
* Previous customer service or contact centre experience.
* Experience in target-based environments.
Skills
* Customer-focused; able to identify and meet customer needs.
* Strong problem-solving skills: quick to understand issues and draw conclusions.
* Resilient and dedicated to exceeding customer expectations.
* Capable of managing complex, conflicting demands.
* Proactive in anticipating and addressing issues.
* Efficient time management to meet daily goals.
* Adaptable to change and able to work under pressure.
* Confident in articulating issues and solutions to customers.
Benefits
* 28 days' holiday plus Bank Holidays
* Buy & sell annual leave scheme
* Up to a 10% bonus
* Enhanced salary sacrifice pension
* Life assurance (up to 6x salary*)
* Simply Health plan (with upgrade options)
* Car salary sacrifice scheme*
(*Length of service and T&Cs apply)
Equal Opportunity Statement
At IMSERV, we're committed to building a team where everyone feels valued, respected and able to do their best work. We welcome applications from people of all backgrounds, experiences and communities. A diverse team brings fresh perspectives, strengthens collaboration and helps us deliver the best possible service to our customers.
If you're interested in the role but don't meet every single requirement, we'd still encourage you to apply.
(Please note that we reserve the right to close this position before the expiry date.)
Salary description
£28000.00 - £30000.00 per year