AddressAbout the business
When disaster strikes, we respond FIRST and FAST, to deliver contemporary and innovative solutions, that saves valuable property and livelihoods, carefully restoring lives, piece by piece.
Steamatic is Australia's longest established and largest restoration company with 39 locations throughout Australia and growing each year. We are now looking to recruit a Scheduler for our Melbourne Operations team based in Braeside.
Who our HERO’s are:
People with energy and passion, people who are keen to learn and want variety in their role. People with a can-do attitude, growth mindset, and a genuine interest / passion for delivering on our customer service commitments.
The Role
This role is suited to a Service Coordinator / Service scheduler with experience scheduling volume work of a trade nature. Previous experience in either the restoration or insurance building industry is highly regarded, but not essential. This role plays a vital part in the coordination of technicians on jobs, triaging and scheduling appropriately skilled technicians based on job requirements, managing labour utilisation, attendance KPI’s, updating internal job management system and customer portals and providing outstanding customer care and service, facilitating the smooth functioning and overall productivity of the operations team.
We have a culturally diverse, loyal, qualified, and dedicated team that is committed to ensuring we deliver on our customer promises and organisational values. We are as equally committed to maintaining a work-life balance for our people, with the scheduler primarily responsible for overseeing the achievement of that. This role requires working on site 5 days.
This is a key role within the Steamatic operations and service delivery team. The successful candidate will be highly organised, will be able to balance looking after the technicians and clients, will have knowledge of operating systems, and will bring to the role a level of urgency that is required to successfully achieve a service delivery role within a busy environment.
Role Responsibilities
- Triaging and confirming job details with customers, Estimators, Assessment Managers, and Insurers to ensure efficiency, with appropriately qualified and equipped technicians present on site ready to complete required works
- Working closely with our call centre and customer service team
- Communicate with technicians and customers to confirm schedules and address any scheduling conflicts, changes or issues
- Maintain and update the company's scheduling system and insurance company portals to reflect the status of all service requests
- Efficiently monitor and prepare technicians schedules
- Assist with timesheets administration as required
- Liaise directly with customers by phone, email and SMS as preferenced by the customer
- Supplementary support role for technicians enquiries and on site requirements
- Maintain delivery of exceptional service and achievement of Insurer KPI’s
- Review job status to ensure jobs are progressing as required
- Provide scheduling updates in a timely manner to customers
- Escalating issues in relation to service and client care to relevant management when required
- Ability to collate data and report through all aspects of the role as required
- Takes ownership and enjoys autonomous authority and responsibility
- Effective communication skills and ability to work within a team
- Attending to customer service issues and escalations
- Identify and implement any opportunities for improvement in relation to day- to-day delivery of services.
- Establish an environment that encourages continuous improvement and quality outcomes
About You
- Must be reliable and punctual - this is a critical role
- Must have an exceptionally high level of attention to detail
- Professional, concise and articulate written and verbal communication skills that are also considerate of and attentive to language barriers
- Resolute, adaptable, enthusiastic, and accountable
- Empathetic with a sense of pride and urgency
- Committed to your work, our customers and delivering on our promise
- A self-starter that has the ability to drive productivity and collaborates with all customer service and operational team members in a unifying, respectful and encouraging manner
- Confident high level computer skills, including Microsoft programs and proven experience using scheduling programs, and portals
- Must be decisive, punctual and adaptable to prioritise and multi task on a continual basis
- Ability to remain calm and considerate when challenged working in an at times emotionally sensitive, life impacting first responder environment
- Support the after hours call service when rostered
- Provide support Nationally in the event of catastrophes and weather events
- Knowledge of cleaning and restoration standards, practices, and procedures – Advantageous
- A strong commitment to and understanding of Quality, Occupational Health Safety and Environmental Management systems
- Ideally the successful applicant would come from a trade service industry background.
Benefits and Perks
- Full training ad ongoing one on one support with back up from other trained team members
- Job security with Australia's largest restoration company
- Competitive remuneration
- Generous Employee Reward and Recognition platform
- Free Employee Assistance Program for you and your immediate family
- External and internal industry specific training provided
- Future career progression where great work is recognised and rewarded
- Advancing in technology, forward thinking company, embracing initiative and innovation
- Inclusive, celebratory, collaborative working environment
- Company uniform
Valued HERO’s:
Our corporate values ensure all our people are our true HERO’s. H – Highest Ethics in all that we do, E – Empathy to each other, our customers and business partners, R – Return in profit and return in property – restoring lives, return on effort & recognition, O – Opportunity to grow, to be the best version of ourselves and return for all shareholders. We celebrate Responsibility, Integrity, Care, Excellence and Enjoyment. If these values resonate with you then you may be the new HERO, we are looking for. Join us in creating a positive work environment where individually we are good, but together we are brilliant.
If the cape fits……
Then please apply, we would love to learn more about you and why you want to be our scheduling HERO.
You must be an Australian citizen or have unrestricted Australian working rights to apply for this role.
Applicants must provide a full National Police Clearance check.
Applicants may be required to obtain a Working with Children check.
Applicants must be willing to undergo any pre-employment fitness and medical assessments deemed appropriate for the position.
