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
