Customer Service Advisor (Hybrid)

Job Description

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 the effective delivery of our maintenance and service contracts. You will be responsible for coordinating reactive faults, planned maintenance activities and engineer workloads, ensuring customer service levels are consistently achieved or exceeded.

Working closely with engineers, Service Delivery Managers and customers, you will take ownership of service requests from receipt through to completion while maintaining a strong focus on customer satisfaction and operational efficiency.

Key responsibilities

• Schedule and coordinate reactive fault responses in line with 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 to ensure effective service delivery.
• Schedule and track periodic inspections and planned maintenance activities.
• Escalate service issues where necessary to ensure contractual performance is maintained.
• Process maintenance and chargeable works administration, including billing support.
• Maintain accurate records within service and fault management systems.
• Support out-of-hours service operations on a rota basis alongside colleagues.
• Ensure compliance with all Quality, Health, Safety, Security and Environmental procedures.

What we offer

As well as providing a competitive salary, SWARCO actively promotes a supportive and inclusive working environment and offers excellent opportunities for development and career progression.

Benefits include:

• Hybrid working opportunities
• 25 days holiday, rising with service, plus Bank Holidays
• Holiday purchase scheme
• Company pension scheme with generous employer contributions
• Employee Assistance Programme
• Life Assurance
• Employee discounts portal
• Ongoing learning and development opportunities
• Cycle to Work scheme (where applicable)

Qualifications

What we're looking for

Essential

• Experience working within a scheduling, planning or coordination role.
• Excellent customer service and telephone handling skills.
• Strong organisational and problem-solving abilities.
• Experience using data to support decision-making and continuous improvement.
• Good working knowledge of Microsoft Office applications, particularly Excel.
• Strong communication skills, both written and verbal.
• Ability to work independently and collaboratively within a team.
• GCSE level education or equivalent.

Desirable

• Experience using fault management or scheduling systems.
• Previous experience within a service desk, helpdesk or service centre environment.
• Experience working within engineering, utilities, infrastructure or field service environments.

Additional Information

Interested?

If you're highly organised, customer-focused and enjoy working in a fast-paced environment where no two days are the same, we'd love to hear from you.

Apply today and help us deliver the smarter, safer and more sustainable transport networks of tomorrow.

Applications are shortlisted on a rolling basis and we reserve the right to interview and appoint before the closing date. We therefore encourage early applications as vacancies may close once a suitable candidate has been identified.

We have a responsibility to ensure that all employees are eligible to live and work in the UK. Successful candidates must have the right to work in the UK by the commencement of employment.

SWARCO is an equal opportunities employer and welcomes applications from all suitably qualified candidates.

Agencies: Please note that should we require recruitment agency involvement, we will contact agencies from our Preferred Supplier List (PSL). Any unsolicited CVs submitted to SWARCO employees or hiring managers without prior written agreement will be considered the property of SWARCO and no fee will be payable.

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