out of hours scheduler

About the role

As an Out of Hours Scheduler at Lanes Group, you will play a crucial role in ensuring the seamless operation of our services during non-standard hours. This part-time position is designed for individuals who are adept at managing schedules and coordinating resources efficiently. You will be responsible for responding to urgent requests, liaising with various teams, and ensuring that our clients receive timely support, even outside of regular business hours. Your organizational skills and attention to detail will be essential in maintaining our high standards of service.

Key facts

What you'll do

• Coordinate and manage the scheduling of service requests that come in after standard business hours, ensuring prompt responses to client needs.
• Collaborate with field teams to allocate resources effectively, ensuring that the right personnel are dispatched to the right locations.
• Maintain accurate records of all scheduled jobs, including details on timings, locations, and personnel assigned.
• Act as the primary point of contact for clients during out-of-hours operations, addressing any queries or concerns they may have.
• Monitor incoming requests and prioritize them based on urgency and service level agreements, ensuring that critical issues are addressed first.
• Utilize scheduling software and tools to optimize the dispatch process and improve overall efficiency.
• Communicate effectively with internal teams to relay important information regarding job statuses and any changes to schedules.
• Provide feedback and suggestions for improving out-of-hours processes, contributing to the continuous enhancement of our service delivery.
• Ensure compliance with health and safety regulations during the scheduling and dispatching of field teams.
• Participate in training sessions to stay updated on company policies, procedures, and any new technologies that may enhance scheduling operations.
• Prepare reports on out-of-hours activities, including job completion rates and client feedback, to assist in performance evaluations.
• Assist in the development of contingency plans for unexpected situations, ensuring that the company can maintain service continuity.

Requirements

• Proven experience in scheduling or dispatching roles, preferably within a service-oriented industry.
• Strong organizational skills with the ability to manage multiple tasks simultaneously in a fast-paced environment.
• Excellent communication skills, both verbal and written, to effectively liaise with clients and team members.
• Proficiency in using scheduling software and tools; familiarity with industry-specific software is a plus.
• Ability to work independently and make decisions under pressure, particularly during emergency situations.
• A proactive approach to problem-solving, with a focus on delivering high-quality service.
• Flexibility to work evenings, weekends, and holidays as required, given the nature of the role.
• Basic understanding of health and safety regulations relevant to field operations.
• Strong attention to detail and accuracy in record-keeping and reporting.
• A team-oriented mindset, with a willingness to collaborate and support colleagues.

Nice to have

• Previous experience in the utilities or construction sector, providing insight into the specific challenges of scheduling in these fields.
• Familiarity with customer relationship management (CRM) systems to enhance client interactions.
• Additional qualifications or certifications related to scheduling or project management.
• Experience in a role that required crisis management or emergency response coordination.
• Knowledge of local geography and infrastructure to aid in effective scheduling and dispatching.

Skills & tools

• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and scheduling software.
• Strong analytical skills to assess scheduling efficiency and client satisfaction.
• Excellent time management skills to prioritize tasks effectively.
• Ability to adapt to new technologies and systems as they are implemented.
• Strong interpersonal skills to build rapport with clients and team members.

Practical notes

• This position is part-time, with flexible hours to accommodate the needs of the business and clients.
• The role may require working evenings, weekends, and holidays, depending on service demands.
• Salary details are competitive and commensurate with experience; specific figures can be discussed during the interview process.
• Candidates must be eligible to work in the UK and may need to undergo background checks as part of the hiring process.
• For more information and to apply, please visit the Lanes Group careers page at https://lanesgroup.bamboohr.com/careers/3122.

Join Lanes Group and be a part of a dedicated team that values service excellence and client satisfaction. Your role as an Out of Hours Scheduler will be instrumental in maintaining our reputation as a leader in the industry.