Scheduling Coordinator

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Scheduling Coordinator

Job Reference: HL121126FM

Call Centre and Customer Service Bridgwater, Somerset £28000 - £33000 per annum Permanent Share Job

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Scheduling Coordinator

Location: Bridgwater
Salary: £28,000-£33,000 per annum
Hours: 08:30-17:00, Monday to Friday
Workplace: Office-based
Positions available: 1

We're looking for an organised, proactive Scheduling Coordinator to plan and manage nationwide field technician schedules, optimise routes, and ensure service level agreements (SLAs) are consistently met.

The Role
You'll be responsible for scheduling our national field technicians, including route planning and efficient scheduling of services required. The emphasis is on ensuring resources are allocated effectively, routes are optimised and SLAs are met. You will be using our integrated software to support job management and planning of around 2,000 site visits per month.

You will manage the full process from receipt and entry of orders through to creating, planning and managing daily work schedules for our remote Service Technicians located throughout the UK.

You'll be a core part of the Customer Service & Scheduling Team supporting Technicians, Invoicing and Quotes, and you'll build strong working relationships with customers and technicians to support full utilisation and productivity-while delivering outstanding customer service.

Key Responsibilities

Scheduling

• Create and maintain accurate schedules for field service technicians

• Allocate resources effectively based on demand forecasts, operational needs and SLAs

• Schedule and book reactive and planned works to the appropriate technician, considering location, expertise, qualifications and response targets

• Monitor scheduling performance and adjust plans to changing priorities

• Ensure jobs are completed within timelines or escalate appropriately

• Monitor technicians' travel and work activity and respond to issues accordingly

• Follow through customer enquiries from initial point of contact to completion

• Identify opportunities to improve scheduling processes and resource planning

Customer Service

• Manage and organise shared inboxes

• Accurate data handling and entry; ensure enquiries are correctly processed

• Process sales orders by phone and email in line with company processes

• Respond to and, where possible, resolve customer service issues (or escalate appropriately)

Key Competencies

• Strong scheduling and route planning capability

• Logical, proactive thinker with excellent attention to detail

• Confident, driven, and able to manage multiple priorities in a fast-paced environment

• Strong IT skills and able to pick up new software quickly (including portals)

• Excellent communication and interpersonal skills; customer-focused

• Strong planning, organising, analytical and problem-solving skills

• Works well independently and as part of a team

Experience & Qualifications

• Proven experience of field scheduling (not diary management)

• Background in operations, logistics, customer service or similar environment

• Experience of working in a fast-paced, multi-skilled environment is essential

• GCSEs (or equivalent) in Maths and English at Grade C or above

• Strong IT skills including scheduling systems and spreadsheets

• Able to understand technical information and learn new systems and processes quickly

• Experience in a regulated/quality-controlled environment

• Proactive, deadline-driven, and comfortable working with limited supervision

Benefits

• 22 days annual leave plus 8 bank holidays (30 days total); 3-4 days allocated for the Christmas/New Year shutdown

• Company vehicle (work use), uniform, tools and digital equipment provided

• Generous employee referral programme

• Pension scheme

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