Frossell Recruitment
Service Scheduler
12 Month Fixed-term
Salary: £34,525.56 + £6,210 Yearly bonus
Office-Based (Milton Keynes)
Hours: 37.5 hours per week (Monday–Friday, 09:00–17:30 with 1-hour lunch)
About the Role:
An exciting opportunity has arisen for a Service Scheduler to join a busy Customer Support Centre, delivering first-class technical coordination and customer service across a portfolio of diagnostic and laboratory instrumentation.
This role is highly customer-facing and focuses on providing a seamless support experience, coordinating field service activity and ensuring contractual service levels and KPIs are consistently achieved.
A critical success factor in this role is strong, hands-on experience with Microsoft Dynamics CRM, which is used as the central platform for fault logging, reporting, scheduling and case management.
Key Responsibilities:
Customer Support
- Handle inbound calls via dedicated customer service hotlines
- Manage email enquiries and support requests
- Accurately log instrument faults and service activity within Microsoft Dynamics CRM
- Coordinate and schedule:
- Emergency call-outs
- Planned preventative maintenance visits
- Urgent corrective actions and engineering changes
- Work collaboratively with field service engineers to meet customer expectations and response KPIs
Reporting & Data Management
- Update cases and maintain accurate service records within Microsoft Dynamics CRM
- Collate service data and generate KPI reports for account stakeholders
- Coordinate maintenance activity with partner suppliers and customers to maximise instrument uptime
Administration
- Escalate complex customer issues where required
- Maintain CRM records for newly installed equipment
- Support inventory management processes
Business Relationship Management
- Build and maintain strong working relationships with customers and service partners
- Monitor supplier performance against contractual service levels
Compliance & Training
- Participate in required training programmes
- Report regulatory concerns appropriately
- Follow health, safety and environmental procedures
Essential Skills & Experience:
- Strong working knowledge and practical experience using Microsoft Dynamics CRM (essential and critical)
- Proficient in Microsoft Office Suite
- Minimum 2 years’ experience in a customer service, coordination, and scheduling environment working to KPIs
- Experience producing KPI or service performance reports
- Excellent written and verbal communication skills
- Strong English language proficiency
- Experience handling escalations across multiple stakeholders
Desirable:
- Experience within diagnostics, laboratory or healthcare service environments
- Exposure to managed service contracts
Key Attributes:
- Highly organised with strong attention to detail
- Able to prioritise and manage multiple service requests
- Customer-focused with a proactive problem-solving approach
- Confident working with data, reporting, and CRM systems
- Strong team collaboration
Benefits:
Holiday Entitlement 28 days plus (8 days bank holiday), Bonus, Pension, Health Care Insurance (BUPA), Cash Plan (Simplyhealth), Income Protection Insurance, Educational Grant Scheme, Employee Assistance Program, Life Insurance 6 times the annual salary, Perkbox, Gym membership.
To apply for this job please visit www.reed.co.uk.
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