Job Description:

Operational Works Scheduler

Connect2Swindon are recruiting an Operational Works Scheduler, to support Swindon Council on a temporary contract until February 2027.

Job Role

• To manage the day-to-day planning across all operations by ensuring jobs are adequately allocated, attended, re-booked, or forwarded as necessary.
• To monitor scheduling systems ensuring appointments made are kept by the workforce and report appointment failings immediately to the senior planner/operational supervisors.
• To work within a multi-skilled approach using appropriate IT systems to best match the needs of different operational services.
• Act as the first point of contact for Operational teams by answering phone calls via the dedicated scheduling line and supporting customer service calls when required.
• Plan work for pre - and post-inspections, reactive and scheduled repairs, and deliveries across all operational services, prioritising emergency jobs as necessary, potentially managing up to 30 operatives.
• Ensure all work orders are scheduled upon agreed service level agreements (SLAs) and completed within target timescales to meet key performance indicators (KPIs).
• Contact customers to keep them informed of any changes to agreed appointments.

Key Accountability's

• Update and maintain operative diaries with availability, including sickness, holidays, and training, using Dynamic Resource Scheduler (or equivalent).
• Action Dynamic Scheduler lists daily, ensuring further works, missed appointments, materials requirements, and trades bookings are handled within KPI timescales.
• Operate in accordance with statutory guidance to meet operational servicing targets.
• Maintain acceptable levels of work-in-progress and backlog.
• Identify staffing or operational concerns and communicate promptly with the Operational Manager.
• Contact tenants as necessary to inform them of appointment changes.
• Maintain a positive attitude on calls without offering technical advice; refer technical matters to the Operations Manager.
• Demonstrate excellent telephone skills, including the ability to deal with irate or challenging customers calmly and professionally.
• Utilise strong problem-solving skills to resolve issues before escalation to the Operations Manager.
• Handle sensitive information with discretion.
• Employ effective negotiation skills across public, operational managers, and contractors.

Supplementary Accountability's

• Undertake any other duties consistent with the post's grading and specialist qualifications.
• Adhere to Health & Safety requirements as outlined in the Health & Safety at Work Act 1974 and Management of Health & Safety at Work Regulations 1999.
• Cooperate with the Council to ensure compliance with statutory health and safety duties.
• Work according to training/instructions, use PPE properly, and report any hazards or risks.
• Fulfil responsibilities outlined in the Directorate Health and Safety Policy.

Knowledge & Experience

• Proficient with Word, Excel, Outlook.
• Experienced with Dynamic Resource Scheduler or equivalent scheduling software.
• Familiarity with databases and data management.

Qualifications

Educated to GCSE Level in English and Maths, Grade A to C or equivalent.

Decision Making

• Ability to make effective decisions quickly, demonstrating initiative in problem resolution.
• Achievements through both teamwork and individual effort.

Creativity and Innovation

• Resourceful in delivering service efficiently.
• Demonstrates innovation through teamwork and individual contributions.

Additional Responsibilities

• Collaborate closely with teams to finalise schedules.
• Monitor progress against project milestones.
• Proactively manage scheduling conflicts and communicate changes swiftly.
• Generate reports and visualise operational health using software tools.
• Engage in continuous learning to improve planning methodologies and adopt emerging technologies.

We encourage applicants from all backgrounds to apply. Join us in building a workplace that empowers every individual to succeed.

Commercial Services Trading Ltd is acting as an Employment Business in relation to this vacancy.