NICE TO MEET YOU...

Q Hi Ikram! Can you tell us a bit about your role?

A it’s your job to get it back on track. It’s like a domino effect, where I have to rebook stuff later in the day to accommodate those new jobs. Once you fall behind it’s hard to catch up!

I’ve been in the Responsive Scheduling Team for over two years now. We sort out the days for all the guys in responsive repairs, look after their diaries and make sure they’re in the right place at the right time for our Customers. And, for example, if an operative is off sick, we go through his or her diary and reschedule all those jobs.

Q It all sounds pretty simple!

As I mentioned, ops might be off sick, which screws up your schedule. And then you have to deal with Customers who themselves might be in stressful situations. I think you have to have a certain type of personality to do this job.

Q So it’s not for everyone?

Q How is the team’s morale?

A To be honest, before Christmas, things weren’t great. A lot of Colleagues left because of how demanding it was. But I think we’re in a much better place now. Seventy per cent of the team is new, and there is a buzz in the office.

Q Is a fun office environment important?

A

On paper, I suppose it is! But it can be very full-on, very stressful. I look after the Chorus area which is massive – Peterborough and Cambridge – and that comes with 33 ops. You’ve got to stay on top of a lot of things and try to keep calm when things are challenging.

Q What sort of things?

A Emergency jobs, which obviously have to become priorities, can make the whole day go sideways and

A I wouldn’t say so. You’ve got to be organised but, for me, it’s also really important to have the attitude of ‘we can only do our best.’ I’m a pretty relaxed type of guy which I think serves me well.

Q We hear the system you use is pretty outdated too!

A Everyone knows it’s slow as hell! When you are busy, it can really hold you up. I’m hopeful that the new Salesforce system we’ve been promised will help with that.

A Absolutely. You spend so much time at work, you have to have a laugh when you can, and take an interest in each other. Otherwise, every day would just roll into the next and be pretty boring.

Q What’s the best bit of the job?

A Being part of a team. I’m quite sporty, so I appreciate the importance of enjoying a group working towards the same goal. Also – and this might seem a cliché – I really love helping Customers. When I get feedback that I’ve made someone’s day, it feels great.