Job Title: Service Desk Scheduler
Location: Mitie Birmingham T2, Trinity Park
Employment Type: Full-Time, Monday to Friday, 08:00 – 17:00

Company Overview

Delivering the Exceptional, Every Day

• Our Purpose: Our expertise, care, technology, and insight create amazing work environments, helping our customers be exceptional every day.
• Our Promise to Our People: A place to work where you can thrive and be your best every day.
• Our Promise to Our Customers: A trusted partner creating exceptional environments for your customers and people, adding value every day.
• Our Culture – Core Values and How We Behave:
  • We Are One Mitie: We work as one to deliver a seamless, unrivaled service. We are all in it together; if we can help a customer or colleague in any way, we will. We are one Mitie.
  • Integrity and Trust: Integrity and trust are at the heart of all we do. We are the face of the company. We treat others as we would like to be treated. We are proud to work for Mitie.
  • Going the Extra Mile: Whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better, or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.
  • Our Diversity Makes Us Stronger: We are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
  • Our Customers' Business is Our Business: We are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.

Job Objective

• Using the latest scheduling software, manage the delivery of jobs allocated to the engineering delivery.
• The Scheduler will, using the systems and processes, ensure that the correct engineering resource is deployed to achieve first time fixes for customers. This will range from using internal national engineers to subcontractors as appropriate, with the aim of ensuring that the job is attended within the specified SLAs.
• Once attendance has been met the Scheduler will also manage the completion of the job as well as ensuring that all parts and materials are accounted for and all required documentation is completed.
• Responsible for execution of maintenance tasks in accordance with contract specification.
• This position will be contracted to work Monday to Friday between 08:00 – 17:00 and not on a shift pattern

Key Responsibilities

• Schedule all reactive, remedial, and planned works to the appropriate resources, ensuring alignment with location, expertise, and response targets.
• Accurately document all job-related information in the relevant IT systems.
• Optimize engineers' schedules to maximize team productivity.
• Follow up on and reallocate any jobs marked as incomplete by engineers.
• Monitor engineers' travel and activity and respond to issues as required.
• Arrange third-party attendance where needed, raising appropriate Purchase Orders and Work Requests and obtaining required completion information.
• Ensure all jobs are completed within the required response times and costs.
• Handle all communications professionally and promptly.
• Record non-productive time accurately within the system.
• Escalate any issues with specific jobs, clients, or engineers without delay.
• Adhere to Group and company policies and procedures at all times.
• Report any deficiencies in work systems or equipment that could affect service delivery, health and safety, or the environment.
• Use all work equipment and personal PPE correctly, following training guidelines.
• Communicate any issues or training requirements to your line manager and/or through the divisional incident reporting system.

Qualifications and Skills Required

• Strong IT skills, including the use of CAFM systems (e.g., Maximo) and advanced Excel skills.
• High-level communication skills with the ability to provide clear, detailed information and advice.
• Ability to interact effectively with a diverse audience, including colleagues, engineers, contract and performance managers, and third-party suppliers.
• Ability to work under pressure in a fast-paced, dynamic environment.
• Creative approach to analyzing and solving problems using technology and reported information.
• Commitment to adhering to process and compliance requirements.
• Strong team player.
• Please note this position is dependent upon the successful candidate passing BPSS security clearance.

Note

This job description is intended to provide an overview of the role and the range of duties involved. Specific tasks and objectives will be agreed upon with the post holder throughout the period of employment. The job description may be adjusted over time by the Company to reflect changes in the role or business needs.

At Mitie, we know that ‘our diversity makes us stronger.' We're committed to fostering a diverse and inclusive environment where our people can thrive and reach their full potential every day. We proudly celebrate our rich and diverse culture and backgrounds, as our diversity sparks ideas and insights. Every voice at Mitie is valued, and everyone is treated with equality and respect. We recognize the unique contributions you bring, and both our people and customers benefit when we get this right