Helpdesk Scheduler

OCS; Birmingham; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Digital Learning

Wagestream Pay

Hapi Discounts

Professional Growth

Job summary

OCS UK & Ireland is recruiting a Scheduler for the BBC contract in Birmingham. You will coordinate daily workloads for engineers, cleaners and third‑party contractors, manage site access and bookings, and ensure works meet SLAs and KPIs.

You’ll monitor progress, provide updates to Supervisors and Managers, and work closely with operational teams to maintain high standards of customer service across the contract. Excellent communication and organisational skills are essential.

Responsibilities

• Plan and schedule daily workloads for engineers, cleaners and third‑party contractors.
• Coordinate site access, appointments and contractor bookings.
• Ensure operatives have the correct information and resources required to complete their work.
• Prioritise emergency and reactive works while managing changes to schedules at short notice.
• Monitor outstanding jobs and provide regular progress updates to Supervisors and Managers.
• Liaise with operational teams to agree and update work plans.
• Work with subcontractors and operatives to schedule repairs and planned works.
• Ensure jobs are completed on time and to a high standard of customer service.
• Maintain accurate information within the BBC Asset Management System (AMS) and allocate reference numbers to reported works.
• Provide customers and site teams with clear updates on job progress and completion status.
• Escalate operational concerns or service issues to the appropriate Supervisor or Manager.
• Support the Service Desk when required and complete associated administrative duties.
• Monitor performance against KPIs and SLAs, helping to drive operational excellence across the contract.
• Gather customer feedback following completed works and elevate any issues requiring further action.
• Work closely with teams across the OCS BBC contract to provide an excellent service to the client and end users.

Job description

About The Role

As a Scheduler, you’ll be a key point of contact for engineers, cleaners and third‑party contractors supporting the BBC contract. You’ll coordinate daily work schedules, manage access and appointments, and ensure planned and reactive works are delivered efficiently in line with agreed SLAs and KPIs.

What you'll do

• Plan and schedule daily workloads for engineers, cleaners and third‑party contractors.
• Coordinate site access, appointments and contractor bookings.
• Ensure operatives have the correct information and resources required to complete their work.
• Prioritise emergency and reactive works while managing changes to schedules at short notice.
• Monitor outstanding jobs and provide regular progress updates to Supervisors and Managers.
• Liaise with operational teams to agree and update work plans.
• Work with subcontractors and operatives to schedule repairs and planned works.
• Ensure jobs are completed on time and to a high standard of customer service.
• Maintain accurate information within the BBC Asset Management System (AMS) and allocate reference numbers to reported works.
• Provide customers and site teams with clear updates on job progress and completion status.
• Escalate operational concerns or service issues to the appropriate Supervisor or Manager.
• Support the Service Desk when required and complete associated administrative duties.
• Monitor performance against KPIs and SLAs, helping to drive operational excellence across the contract.
• Gather customer feedback following completed works and elevate any issues requiring further action.
• Work closely with teams across the OCS BBC contract to provide an excellent service to the client and end users.

About The Company

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award‑winning services within facilities management, hard services, cleaning, security and catering.

Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

Why Work for OCS?

• Award‑Winning Employer: Ranked 36th on Glassdoor’s Best Companies to Work For 2025 — we value and motivate our people.
• Digital Learning: The OCS Academy offers digital courses and resources to help you build skills and grow your career.
• Retail Perks With our Hapi app, you can gain access to exclusive discounts, rewards and wellbeing resources.
• Professional Growth: 600+ live learners across UK&I — Empowering colleagues with further development and qualifications!
• Flexible Pay: Access a portion of earned wages before payday with our Wagestream App! (Contract Specific)

We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.