Your Role:

• Based in our Letchworth office
• You will schedule Reactive calls to repair and maintain equipment on our customer sites
• Responsible for all open jobs within allocated region, across all reactive call statuses. Ensuring that progress of all jobs are monitored and that exceptions are flagged when required to ensure all process steps are completed within target handling times.
• Through effective use of scheduling software, ensure all reactive jobs are scheduled for attendance within Customer contractual time agreements and applicable KPIs, customer portals are updated, scheduling and support tasks are completed
• Ensure all access and booking requirements for sites are adhered to and administered when required e.g. Permits & RAMS.
• Responsible for communication with Customers and other stakeholders throughout the lifecycle of jobs. Ensuring communication steps are completed, as per the current agreed process.
• Monitor engineer activity within the region vs schedule for the day. Ensure effective communication with engineers and Field Operations Manager to maximise productivity and to avoid jobs going into jeopardy.
• Take ownership of queries or escalations for jobs within region from Internal and External Customers, providing a timely resolution.
• Identify gaps in field resource and highlight to the Reactive Team leader and Operations Manager.
• Provide industry leading Customer Service to all Customers and other stakeholders.
• Maintain positive working relationships with Customers, Field Engineers and Colleagues

Ideal Candidate

• Experience in fast paced environment
• Excellent eye for detail
• Ability to follow things through to completion
• Brilliant inter-personal skills
• Willingness to develop new skills and qualifications.

Company Information

Who are we?

Serviceline are an industry-leading single-source solution for private and public sector catering and refrigeration support nationwide. Specialising in Preventative Maintenance, Reactive Engineering Response and end-to-end asset management.

Supported by integral business departments including our 24/7 Operations Centre and Technical Support Desk, supplemented by our ‘sister’ company Miller’s Vanguard’s Equipment Factory, Parts and Equipment Warehousing, Installations & Fleet and specialist City & Guilds accredited Training Centre.

Our service are as follows: – 

• Major restaurant chains
• Hotel Chains
• Correctional institutions
• Schools
• Airports
• Stadia

We do all of this with the firm foundations of being owned by the global Ali Group, whose turnover is in excess of £4 billion p.a.