Call Handler

The Airedale Group

Job Title: Call Handler

Company Overview:

The Airedale Group are the leading market design, installation, and maintenance provider for commercial kitchens in the UK hospitality and food service industry. We work alongside clients from the initial designs through to bespoke fabrication and installation. Coupled with the largest body of professional maintenance engineers in the country, we offer the complete end-to-end solution to our extensive client base. We have long-standing relationships with many of the biggest multi-site brands in the UK.

Job Overview:

To prioritise, coordinate, and manage maintenance, repairs and servicing work for a team of Engineers operating across dedicated geographic areas. The Scheduler ensures efficient use of Engineers time by planning routes and workloads around job urgency, location, and logistics. Working from our Weymouth office, this role is critical in ensuring field operations run smoothly, Engineers are fully supported, and customer needs are met promptly.

Hours; Monday Friday, 8 00

Remote working with induction to take place at Weymouth office.

Key Responsibilities:

• Plan, coordinate, and update daily schedules for a dedicated group of Engineers within an assigned region.
• Use field service management software to optimise diary functions and maximise operational efficiency.
• Respond quickly to emergency call-outs or short-notice changes by re-prioritising workloads.
• Communicate regularly with Engineers by phone and email to manage their schedules and job expectations.
• Liaise with the Service Team to align Engineer availability with client requirements and SLAs.
• Order and allocate necessary parts to Engineers in advance of jobs.
• Maintain accurate records of Engineer availability, including holidays, van servicing, and training.
• Escalate operational issues or resourcing conflicts to the Management Team when required.
• Provide support with workload planning for upcoming work, projects or seasonal demand.

Experience Required:

• Experience in scheduling, dispatching, or coordinating field-based teams
• Strong geographical awareness and understanding of efficient routing/logistics
• Proficient in using scheduling or field service management software
• Excellent communication skills (both written and verbal)
• Able to handle multiple priorities and remain calm under pressure
• Confident using email, phone systems, and Microsoft Office (Excel, Outlook, etc.)
• Comfortable managing unexpected changes and problem-solving on the go.

The Airedale Group is expanding rapidly, employing circa 700 people across multiple locations in the UK. This is a fantastic time to be joining the business with opportunities for career progression.