This role in a nutshell:
As a Schedule Refinement and Dispatch Specialist, you are responsible for the book of work from two days before the appointment right through to the day of installation. You'll help to provide a first-class service to customers who have booked an appointment with us. Answering calls, covering the live chat and future technologies that will be received and making decisions to determine the most appropriate response to minimizing customer inconvenience and maximizing the number of jobs issued every day. You will be the first point of contact for engineers, dealing with a large amount of jobs which you will need to prioritise. Make decisions as to what resources are needed and communicate with engineers and Team Managers to deliver the best service you can with the resources available.
Your key outcomes will be:
- Maintain regular contact with engineers, updating the schedule where appropriate, to minimize reschedules, broken promises, missed appointments and customer inconvenience. Update systems to reflect short-notice changes in engineer availability.
- Mobilise appropriate resources to maximise productivity each day, complete necessary checks and record reasons why jobs failed or could not be issued.
- Work closely with other SRD Specialists to find solutions to jobs that are, or could be, in jeopardy.
- Communicate effectively and professionally with stakeholders via phone, email and chat system. Where applicable, update the internal system to confirm the outcome of conversation and revised appointment details.
- Contribute towards building positive working relationships with our SRD Specialists & field stakeholders. React positively and professionally in relation to any coaching and feedback and actively support the continuous improvement of systems, processes, and people.
- To monitor your area and ensure the completion of work intervening, where appropriate, to ensure that appointment times are met throughout the course of the day.
- To Participate in daily or weekly calls with stakeholders and provide awareness of any issues that are preventing your area from being successful.
- To actively participate in team meetings, workshops, focus or working groups, suggesting where appropriate any changes to existing working practices to promote better customer experiences and more consistent levels of efficiency.
- Refer any matters to the SRD Team Manager that you can’t deal with yourself.
- Participate in face to face team meetings and one to ones at least once a month which will be in one of our HUBS (Bristol, London or Glasgow)
- Proficiency in basic computer skills is essential for this role, you will also be required to quickly learn and adapt to new and existing industry technologies.
- Following predefined processes when using the systems and working in a consistent way to ensure a minimum standard is maintained.
Systems: Competent in Google Suite
You’ll be a successful Schedule Refinement & Dispatch Specialist here at OVO if you…
- Are comfortable working alone and with minimal supervision and contributing to a successful team environment remotely.
- Be reactive and proactive by working smarter not harder.
- Are very organised and enjoy a methodical way of working, with great attention to detail.
- Enjoy a really positive and fun atmosphere (and can create one where its missing)
- Operate efficiently & effectively to sustained pressure and frequent change, reacting calmly and maintaining clear focus.
- Can actively listen to information provided by a number of different stakeholders.
- Ability to work towards agreed targets and KPIs
- Ability to work under pressure and towards tight deadlines, and able to operate in a reactive environment.
