Scheduler

at  Torus Group

Are you organised, customer-focused, and looking for a role where you can make a real impact?
HMS is seeking a dedicated Scheduler to join our Customer Experience Team, working across our St Helens, Warrington, and Liverpool locations. In this role, you will be central to the coordination and planning of our appointment scheduling and contract administration, working closely with operational teams and specialist contractors to keep us on target.
As a Scheduler, you will play a key role in fostering a high-performance culture, ensuring that customer care and service delivery remain at the forefront of everything we do. You’ll be responsible for resource coordination to help us achieve maximum efficiency and effectiveness, supporting the company’s commitment to excellence in every interaction.
If you have a passion for precision and enjoy being the cornerstone of smooth operational planning, we’d love to hear from you!

• Plan, schedule and organise maintenance or construction works in order to facilitate client contract targets and conditions, including scheduling appointments and minimising downtime of operational staff.
• Deal with internal and external enquiries with customers to their fullest conclusion, relaying answers and information to customers and modifying work arrangements dynamically to both surpass customer expectations and meet business objectives.
• Assist managers in assessing workload through forecasting and performance measurement for the teams to determine priorities and operational requirements in order to meet defined objectives.
• Monitor the completion and accuracy of work activities of operatives via the in-house system to ensure the availability of financial and performance information.
• Ensure that systems and processes are in place to keep all relevant records and documentation up to date, with regards to compliance including; Gas Safety, Electrical testing, Asbestos compliance in particular.
• Actively maintain positive communication and monitoring for all operational staff to support positive Health and Safety culture. Maintain awareness of any lone working staff and ensure operatives are active via DRS from the beginning of the day to the end of each shift .
• Prepare statistical and performance information for the team through standard reports and specialist software such as Excel.
• Work as part of a team to manage all the resources provided for repair and maintenance in order to ensure an effective and efficient service, and to plan, and schedule works so that they are carried out:
• Within agreed cost limits
• Within agreed time scales
• To specified standards
• Surpassing customer expectations
• Support and where appropriate work as an integrated team for other ‘Schedulers’ or ‘CLO’s in organising and scheduling work for operations staff.
• Raise variation orders within approval limits and, when necessary, order parts and materials in a timely manner to ensure availability of material as and when required
• Present an efficient, professional and high quality service to customers and clients at all times both in person and in all other methods of communication.
• Monitor employees’ attendance times and arrangements for leave and sickness absence modifying work arrangements and liaison with customers to provide a seamless repair and maintenance service.
• Take Direct Calls from customers when required and resolve enquiries at first contact where possible in accordance with defined customer standards.
• Take action as required on the progress and scheduling of repairs because of bad weather, poor working conditions or priorities, ensuring that the customer is kept informed.
• Act as liaison with client managers passing information on additional work, within contractual limits.
• Liaise as required with Client Officers, utility companies and other supervisors or contractors to ensure documentation is properly co-ordinated.
• General clerical, business administration and typing support for the team including preparation of letters and correspondence for customers.
• Where required work as part of a voluntary rota to receive calls out of normal working hours relaying work instructions to staff to provide a seamless repair and maintenance service to customers.
• Implement effective performance management systems to meet the requirements of HMS.
• Carry out such other duties and responsibilities as are consistent with the concept of the role.