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: As Call Handler, you will be based within our Scheduling department, with responsibility for prioritising, coordinating, and managing maintenance, repairs and servicing work for a team of Engineers operating across dedicated geographic areas. The Call Handler ensures efficient use of Engineers time by planning routes and workloads around job urgency, location, and logistics. This role is critical in ensuring field operations run smoothly, Engineers are fully supported, and customer needs are met promptly.
Details: Hours are 8:30 – 17:00 Monday to Friday, Remote working, 23 days annual leave increasing to 26 with LOS plus health care cover and retail discounts
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:
- 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.
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.
“The work that Airedale undertook from planning to completion was professional throughout. We are extremely pleased with the finished kitchen and the work that was completed. Their Account Manager advised, planned and updated us throughout and we found the process ‘stress free’. The catering team at Sandycroft are delighted with their new kitchen and really pleased that they were able to have input into the design and needs of their service provision. We have already engaged with Airedale for future planned projects following this investment and look forward to continuing our partnership.”
Newydd Catering & Cleaning
“We found Airedale to be wholly professional and willing to engage with us from the onset, listening to our own concerns and addressing these in a timely manner. We are very pleased with the overall project.”
Local Council
“We were hugely impressed with the professional presentation made by Airedale, their project sales manager had clearly done his research prior to our initial meeting and had a number of detailed, thoughtful solutions to our particular challenges. All of their staff were conscientious and the complex project was delivered within the strict timescale and budget allocated.”
Parker's Garden Centre
“Airedale have a great can-do attitude, are willing to help and have a great understanding of their trade and working on Heritage sites, meaning that that they are good and prompt at problem solving.”
Main Contractor
“The team at Airedale provided a reassuring sense of professionalism within our development. Their holistic considered approach meant that aspects that would not necessarily fall within their remit were identified and where required resolved prior to any issue or delay arising. Their willingness to share their experience and knowledge allowed the project to be delivered to the standard which exceeded our expectation.”
Langdale Estate and Spa
“Since the restaurant has opened there has been an increase in the staff footfall, with the well designed layout coupled with the use of the latest technology keeping queues down to a minimum. The whole installation despite its complexity was relatively pain free with the communication between Airedale’s Project Manager and ourselves being a key factor.”
Advanced Engineering Centre
“Our new catering facilities are second to none. As a primary provider of professional chef qualifications within the South West it was imperative to have a design which enabled excellent quality teaching and training. As a catering team we are extremely pleased with the final results; with the excellent support of Airedale it has enabled us to ensure first rate delivery of teaching in a first rate environment and will no doubt continue to aspire future chefs in future years.”
Petroc College, Barnstaple
“The Airedale Group were appointed because of their depth of knowledge and experience in delivering similar schemes. Their staff were very professional and on-hand to answer any queries we had whilst our Chef’s have commented that it is one of the best designed kitchens they have worked in.”
Acklam Hall
“We were continually impressed with Airedale’s performance on this scheme. They assisted us with value engineering options throughout the tender process; were very competitive commercially and managed the on-site works seamlessly. Further, following practical completion they have attended to the operator’s queries very quickly and held themselves professionally whilst working in a live hotel environment. ”
Main Contractor
