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About the role:

To proactively schedule all work in line with the STW Cleanwater Contract and manage each case raised.


  • Own and drive an efficient schedule and work bank
  • Preserve flexibility across areas
  • Maintain a deliverable schedule
  • Represent reality within the schedule
  • Work by SLA then priority
  • Appointment compliance
  • Keeping customer informed
  • Work bank housekeeping


  • Hybrid working 5 days out of 7 in a team of schedulers on clean water contract
  • Full customer compliance interaction to support case owner process
  • The role will be expected to schedule/jeopardy manage each operation raised
  • Regional ownership of schedule and customer for all work
  • Manage the schedule in line with the case owner core principles
  • Monitor and manage appointments
  • Proactive customer touch points with CMEX in mind
  • Support system and process improvements
  • Support TM requirements
  • Manage street works/permits where applicable
  • Maintain KPI/ODI levels within work banks


  • Knowledge of Streetworks/Permits
  • Demonstrate knowledge of regulatory customer service standards
  • Sound knowledge of the escalation process
  • Excellent social skills for working in a customer orientated environment.
  • Previous customer contact experience (face to face, phone or internal customers)


  • Good knowledge of Microsoft Office suite of products, excellent knowledge of Microsoft Excel
  • Strong commercial and financial acumen
  • Strong knowledge of contracts
  • Strong desire to maintain client relationships whilst not compromising contractual entitlement
  • Strong communication and inter personal skills

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