Scheduling Team Leader

Description

• You will be a proactive part of the change management programme – being a super user of our systems to help support and train the wider team.
• You will assist the Operations Manager with training, auditing, providing information, performance reports, resource plans, and onboarding new starters.
• You will audit the team’s scheduling activities and monitor 300 events (non-compliance issues) to feed into training and performance management discussions.
• You will identify and escalate early warnings for risks to response times/SLAs, productivity outputs, and processes.
• You will understand and deliver to each contract’s response times and Service-Level Agreements (SLAs) in liaison with the Contract Coordinators.
• Management of staff within a similar environment.
• You will attend regular project reviews with the Contract Coordinators (and clients if relevant).
• You will ensure that work that cannot be attended is reallocated where possible, and clients and customers are notified.
• Working with the Contract Coordinators, you will review and implement a work scheduling strategy to effectively manage the demand on resources and minimise costs.
• Working with the Contract Coordinator, you will ensure the client is informed on the project status and deal with queries relating to work scheduling, liaising with clients, and your direct reports to collaboratively achieve high access rates for surveys.
• You will provide reporting on no accesses, call logs, and productivity for each client contract.
• You will work with the Contract Coordinators to check and approve associate timesheets.
• You will provide effective management and line management of the schedulers, ensuring that activities are delivered to a consistently high standard and to the satisfaction of the Operations Managers and Contract Coordinators. This will include onboarding, induction, training, auditing, objective setting, mentoring, management and performance management, and reviews. You will also identify training needs, create development plans for the team, and be responsible for off boarding.
• You will work closely with the Data Coordinator in the IT team to ensure they receive projects immediately to upload into our systems for the benefit of clients, Contract Coordinators, and Work Schedulers.
• You will train the Contract Coordinators to use work software systems and client portals, so they can train clients on the systems.
• You will be responsible for reviewing surveyors’ diaries for the following day/weeks to ensure maximum productivity and minimise travel between appointments.
• You will ensure we continually improve our asbestos scheduling, including increasing appointments made, appointments kept, and properties accessed.

Requirements

• P405 (or commitment to achieving this in-house within 12 months).
• Strong interpersonal and communication skills (for example, demonstrated by A level or higher educational achievement).
• Ability to remain calm under pressure, not defensive when challenged, can handle stress and the unexpected.
• Experience of dealing with conflict and seeing this as an opportunity to improve customer service, good at focused listening, and able to reach agreement and settle disputes equitably, identifying common ground and achieving co-operation with minimum noise.
• Proven IT skills (Microsoft Excel, Word, Outlook, and work management systems (preferably Alpha Tracker and/or TEAMS).
• Project Management qualification or 1+ years’ evidence of successful PM experience.

Benefits

• Welcome goodie bag
• 37.5-hour working week
• 26 days annual leave plus 8 Bank Holidays (pro rata)
• Access to private healthcare, Employee Assistance Programme, and Wellness programmes including annual flu jab
• Enhanced employer pension contributions of 4% when you contribute 6%
• Enhanced maternity and paternity pay
• Free eye tests and contribution towards new glasses/frames
• Access to paid volunteering days in support of local charities/initiatives
• Length of service reward
• Paid sick leave allowance each year
• Competitive salary and transparent salary bands
• Access to an online platform providing employee discounts on hundreds of high street brands
• Regular company social events including an annual summer BBQ
• Additional leave for length of service up to 31 days each year
• Regular Learning and Development opportunities
• Cycle to work scheme, offering savings of at least 32%* on a new bike and cycle safety accessories
• Electric Car salary sacrifice scheme, saving 30-60% on an electric car (subject to eligibility)
• Opportunity to buy additional annual leave or sell surplus leave
• Referral programme offering up to £2,000

Training + Development

Interview process

Visa Sponsorship

Security clearance