Scheduling Support Analyst

Description

• Monitor Fieldforce dashboards and performance reports to ensure plan to actual alignment.
• Take full ownership of and optimise the scheduling of Transients engineers.
• Log, track, and follow up on scheduling errors or rework drivers to support continuous improvement.
• Proactively communicate with engineers and stakeholders to manage changes and updates.
• Plan and allocate off-service time including sickness, holiday, training, and meeting requirements.
• Manage and optimise daily and weekly engineer schedules using Field Force software (Salesforce FSL).
• Provide customer support for rearranged appointments as required.
• Provide Intra Day support when necessary.
• Support pre-booking requirements including long ladder access, permits, presurveys, and complex job types.
• Maintain accurate records in the relevant systems and ensure data integrity.
• Analyse scheduling trends to improve efficiency and service delivery.
• Escalate resourcing issues and propose solutions to maintain service levels.
• Analyse scheduling exceptions and act swifty to resolve blockers (e.g. access issues, technical flags, route constraints).
• Liaise with suppliers, customer service, DNO, and field management to enable successful planning and execution.
• Take ownership and accountability of failed or at-risk appointments, engaging the correct internal/external stakeholders to drive resolution (e.g. locksmiths, DNO,).

Requirements

• Experience of the Utilities/Energy industry would be beneficial but is not essential.
• Strong background in scheduling, operations support, or workforce coordination
• Strong data entry and system accuracy capabilities
• Strong planning and organisational skills
• Negotiation Skills
• Report writing skills.
• Scheduling/workforce management experience
• Excellent communication skills, both written and verbal.
• Able to work at pace, independently troubleshoot, and manage competing priorities.
• Confident communicator able to collaborate with planners, engineers, and external stakeholders.
• High level of attention to detail and process quality
• Conflict Handling Skills
• Effective communication skills – you are at ease building rapport and listening to customers.
• Analytical mindset with the ability to spot inefficiencies, trends, or root cause.
• Comfortable working with data dashboards and extracting information to drive action.
• A confident attitude with the ability to convert a rejection into a positive outcome.
• Proficiency in scheduling and workforce management tools (e.g. Salesforce FSL)
• Exceptional organisational skills particularly in time and diary management

Benefits

• Employee Assistance Programme
• Enhanced paternity, maternity and adoption policies
• Day off on your birthday
• Death in service and critical illness cover
• Appointment allowance
• Holiday buy – up to 5 additional days
• Learning and development opportunities
• Company sick pay (subject to length of service)
• 24 days annual leave + bank holidays
• Annual salary review
• New modern facilities
• 3 days additional annual leave if you get married/civil partnership etc.
• Long service recognition
• Refer a friend payment

Training + Development

Interview process

Visa Sponsorship

Security clearance