Remote Customer Service Scheduler – Plumbing & Heating Operations (Newark, Nottinghamshire Region)

Join arenaflex as a Remote Customer Service Scheduler – Be the Heartbeat of Our Plumbing & Heating Operations in Newark, Nottinghamshire

Are you an organised, empathetic, and proactive professional seeking a rewarding remote career with a respected local employer? arenaflex is looking for a dedicated Remote Customer Service Scheduler to join our busy plumbing and heating division, proudly serving customers across Newark, Nottinghamshire, and the surrounding communities. This is an exciting opportunity to become an essential part of a growing, customer-focused organisation where your contributions directly impact the satisfaction and wellbeing of homeowners and businesses throughout the region.

At arenaflex, we understand that exceptional customer service begins long before an engineer arrives at the doorstep. It starts with a friendly voice on the phone, a thoughtfully prioritised appointment, and a seamless administrative process that ensures every customer feels valued and supported. As our new Remote Scheduler and Customer Services Specialist, you will be the cornerstone of this experience, working remotely from your home base in or around Newark while coordinating the daily operations of our skilled team of plumbing and heating engineers.

This role offers the perfect blend of meaningful customer interaction, organisational challenge, and the flexibility of remote working. Whether you are an experienced scheduler looking for a new challenge, or a customer service professional ready to step into a more structured operational role, arenaflex welcomes your application. Full training will be provided to ensure you feel confident and equipped to thrive from day one.

About arenaflex and Our Commitment to the Newark Community

arenaflex has built a strong reputation throughout Nottinghamshire as a trusted provider of professional plumbing and heating services. Our business is rooted in the communities we serve, and we take immense pride in delivering reliable, high-quality workmanship combined with outstanding customer care. From routine boiler servicing and central heating installations to urgent emergency repairs, our engineers are the backbone of our service delivery — and our scheduling team ensures they can do what they do best.

We serve a diverse clientele that includes private homeowners, landlords, letting agents, and commercial property managers. Many of our customers are vulnerable individuals, elderly residents, and families who depend on us during stressful situations such as heating breakdowns, leaks, or plumbing emergencies. This is why the role of Remote Scheduler is so vital: you will be the calm, reassuring presence that helps our customers feel heard, prioritised, and reassured that help is on the way.

Key Responsibilities of the Remote Customer Service Scheduler Role

As the first point of contact for many of our customers, your primary responsibility will be to deliver a consistently excellent service experience through professional communication, meticulous scheduling, and proactive problem-solving. Your duties will include, but are not limited to, the following:

• Customer Communication Excellence: Handle incoming and outgoing communications via telephone, email, and online chat platforms with warmth, professionalism, and efficiency. You will greet every customer with a friendly manner, actively listen to their concerns, and provide clear, accurate information about our services, appointment availability, and expected timescales.
• Appointment Scheduling and Engineer Coordination: Analyse incoming service requests and book engineer visits in a manner that optimises route efficiency, technician skill set, and customer convenience. You will use scheduling software to assign jobs, confirm appointments, and update engineer diaries in real time throughout the working day.
• Prioritisation of Vulnerable Customers and Emergencies: Exercise sound judgement to identify and prioritise appointments involving vulnerable or elderly customers, as well as genuine emergency situations such as boiler breakdowns in winter, major leaks, or loss of heating and hot water. You will liaise with engineers to ensure urgent cases are escalated and attended to without unnecessary delay.
• Quotation and Invoicing Administration: Prepare accurate quotes and invoices for customers using our internal systems, ensuring all pricing reflects agreed service rates and any supplementary parts or labour. You will maintain precise records of all financial transactions and customer billing information.
• Comprehensive Customer Notes and Record-Keeping: Update customer files and job notes promptly after every interaction, capturing all relevant details including customer feedback, job descriptions, parts ordered, and follow-up actions required. Accurate record-keeping is essential to maintaining continuity of service across the team.
• Parts Ordering and Stock Coordination: When an engineer identifies that additional parts are needed for a return visit, you will be responsible for sourcing, ordering, and tracking these parts to ensure minimal disruption to the customer experience.
• General Office and Administrative Duties: Support the wider office team with day-to-day administrative tasks, including filing, data entry, email management, and any other duties that contribute to the smooth running of operations at arenaflex.
• Holiday and Sickness Cover: Provide full-time cover for colleagues during periods of annual leave, sickness, or peak operational demand. Flexibility and a willingness to step up when needed are key attributes for this role.

Essential Skills, Experience, and Qualifications We Are Looking For

To succeed as a Remote Customer Service Scheduler at arenaflex, you will need a combination of technical aptitude, interpersonal warmth, and organisational discipline. The following qualifications and attributes are either essential or highly desirable:

• Educational Background: A GCSE or equivalent qualification is preferred, demonstrating a solid foundation in literacy, numeracy, and communication.
• Customer Service Experience: A minimum of one year of experience in a customer-facing role is preferred. Experience within trades, plumbing, heating, or a similar service-based industry would be particularly advantageous, though it is not essential.
• Outstanding Communication Skills: You must be an excellent verbal and written communicator, capable of adapting your tone to suit a wide range of customers — from anxious elderly homeowners to busy commercial clients.
• Organisational and Multitasking Ability: The capacity to juggle multiple tasks, manage competing priorities, and remain composed under pressure is vital in this fast-paced environment.
• Data Entry and Software Proficiency: Strong data entry skills with a high level of accuracy are essential. Familiarity with Microsoft Word and Excel is desirable, and experience with scheduling or CRM software would be a bonus. Comprehensive training will be provided on all internal systems.
• Problem-Solving Mindset: The ability to assess customer needs, think on your feet, and provide appropriate solutions or escalate effectively when necessary.
• Sales Ledger Awareness: A working knowledge of sales ledger processes is desirable but not essential, as full training will be given to the right candidate.
• Driving Licence: A valid UK driving licence is preferred, reflecting the mobile nature of our service area and occasional need to visit the Newark office.

What We Offer: Compensation, Flexibility, and the arenaflex Benefits Package

arenaflex is committed to providing a supportive, flexible, and rewarding working environment for all team members. The details of the role are as follows:

• Job Type: Part-time position with genuine flexibility in working hours, allowing you to balance professional commitments with personal responsibilities.
• Pay: A competitive monthly salary of £900 to £1,000, depending on experience and hours worked.
• Working Pattern: Primarily remote, with the requirement that you live in or around Newark, Nottinghamshire, to facilitate occasional visits to the office and maintain a strong connection with the local service area.
• Full Training Provided: Whether you are new to scheduling or have years of experience, you will receive comprehensive training on our systems, processes, and customer service standards.
• Career Development: As a growing business, arenaflex actively encourages internal progression. Many of our office team members have moved into senior operational, supervisory, or management roles over time.
• Supportive Team Culture: You will join a friendly, close-knit team that genuinely cares about one another and the customers we serve. Regular team catch-ups, open communication, and a collaborative approach are central to the arenaflex ethos.
• Generous Perks: Depending on tenure and hours, benefits may include paid holiday allowance, pension contributions, staff discounts on services, and recognition rewards for outstanding performance.

Our Culture and What Makes arenaflex a Great Place to Work

At arenaflex, we believe that happy employees create happy customers. Our culture is built on mutual respect, open communication, and a shared commitment to delivering excellence. We celebrate diversity, champion inclusion, and invest in our people because we know that our continued success depends on the talent, dedication, and wellbeing of every team member.

We understand the importance of work-life balance, which is why this role offers flexible hours and the ability to work from the comfort of your own home. We also recognise that remote work can sometimes feel isolating, so we make concerted efforts to keep our team connected through regular virtual meetings, team chats, and occasional in-person gatherings at our Newark office.

If you are someone who thrives on helping others, takes pride in being highly organised, and enjoys the satisfaction of a well-coordinated day, you will feel right at home with arenaflex. We are not just offering a job — we are offering the chance to be part of something meaningful, serving the local community and growing your career within a respected local business.

How to Apply for the Remote Customer Service Scheduler Position at arenaflex

If you are excited by the prospect of joining arenaflex as our next Remote Customer Service Scheduler and you meet the criteria outlined above, we would love to hear from you. This is more than just a part-time role — it is a chance to make a genuine difference in the lives of customers across Newark and Nottinghamshire, while developing your professional skills within a supportive, forward-thinking organisation.

To apply, please submit your CV along with a brief cover letter explaining why you believe you are the ideal candidate for this position. Applications from candidates with all levels of experience are warmly welcomed, and full training will be provided to the successful applicant.

Take the next step in your career with arenaflex today. We look forward to welcoming you to our team and supporting you as you grow within a business that truly values its people and its customers.