Schedule & Planner Team Leader (6 Months FTC)

Sodexo; Greater Manchester; On-site; GBP 31,000 - 37,000; Full time

Job summary

Sodexo in Salford is seeking an experienced Schedule & Planner Team Leader for a 6-month FTC to oversee the Command Centre operations, coach a team of administrators and schedulers, and ensure KPIs are met.

You will act as first escalation point, support delivery, and drive continuous improvements while maintaining training records and complying with Sodexo policies.

Qualifications

• 3+ years in a Contact Centre or Service Centre environment.
• Proven team leadership experience.
• Strong communication, coaching, and organisational skills.
• Ability to work in a fast paced, changing environment.
• Advanced Excel and Word skills.
• Customer focused with excellent attention to detail.
• Experience improving processes and driving performance.

Responsibilities

• Lead the daily functional management of the Command Centre to ensure compliance with policies, procedures and contractual KPIs.
• Proactively engage, motivate, coach and develop a team of administrators and schedulers.
• Act as the first point of escalation for queries and operational issues.
• Support operators and schedulers with workload when required.
• Monitor and manage workloads to ensure all tasks are completed within required timescales.
• Deliver and support regular training, coaching, and development activities.
• Conduct monthly 1:1s and quarterly PDRs, documenting actions, development needs, and training requirements.
• Ensure efficient service delivery, accurate processes, and continuous identification of improvements.
• Maintain training documentation and ensure all staff receive relevant training.
• Support the management team with the rollout of new processes and operational changes.
• Deputise for the Operations Manager and other Team Leaders when required.
• Assist with recruitment activities within the Command Centre.
• Build and maintain strong customer relationships, promoting confidence in our systems and processes.
• Ensure high levels of customer and supplier satisfaction through logical, timely, and effective support.
• Evaluate processes and suggest improvements to enhance efficiency and service quality.
• Promote a safe working environment and support Zero Harm principles.
• Ensure compliance with Sodexo policies, procedures, values, and ethical standards.

Skills

Team leadership

Communication

Coaching

Organisational skills

Advanced Excel

Advanced Word

Attention to detail

Process improvement

Tools

MS Excel

MS Word

Job description

Schedule & Planner Team Leader -6 months FTC

Location: Salford Office, 310 Broadway, M50 2UE

Salary: Up to £34,000 depending on experience

Contract Type: Full time - 40 hours per week

We are looking for an experienced and motivated Schedule & Planner Team Leader to oversee the daily operations of our Command Centre. In this role, you will ensure that all policies, procedures, and contractual KPIs are met while leading, coaching, and developing a high performing team of administrators and schedulers.

This is a fast paced, people focused role where you will act as the first point of escalation, support operational delivery, and drive continuous improvement across processes and service standards.

SC Clearance Requirement: Candidates must be eligible for Security Check (SC) Clearance. As part of the eligibility criteria, applicants should have resided in the UK continuously for at least the last 5 years. Employment will be subject to successful security vetting.

Key Responsibilities

• Lead the daily functional management of the Command Centre to ensure compliance with policies, procedures and contractual KPIs.
• Proactively engage, motivate, coach and develop a team of administrators and schedulers.
• Act as the first point of escalation for queries and operational issues.
• Support operators and schedulers with workload when required.
• Monitor and manage workloads to ensure all tasks are completed within required timescales.
• Deliver and support regular training, coaching, and development activities.
• Conduct monthly 1:1s and quarterly PDRs, documenting actions, development needs, and training requirements.
• Ensure efficient service delivery, accurate processes, and continuous identification of improvements.
• Maintain training documentation and ensure all staff receive relevant training.
• Support the management team with the rollout of new processes and operational changes.
• Deputise for the Operations Manager and other Team Leaders when required.
• Assist with recruitment activities within the Command Centre.
• Build and maintain strong customer relationships, promoting confidence in our systems and processes.
• Ensure high levels of customer and supplier satisfaction through logical, timely, and effective support.
• Evaluate processes and suggest improvements to enhance efficiency and service quality.
• Promote a safe working environment and support Zero Harm principles.
• Ensure compliance with Sodexo policies, procedures, values, and ethical standards.

Essential:

• 3+ years in a Contact Centre or Service Centre environment.
• Proven team leadership experience.
• Strong communication, coaching, and organisational skills.
• Ability to work in a fast paced, changing environment.
• Advanced Excel and Word skills.
• Customer focused with excellent attention to detail.
• Experience improving processes and driving performance.

For further details regarding our Sodexo benefits please see attached.

About The Company:

At Sodexo, our purpose is to create a better everyday for everyone to build a better life for all. As the global leader in services that improve the Quality of Life, we operate in 55 countries, serving over 100 million consumers each day through our unique combination of On-Site Food and FM Services, Benefits & Rewards Services and Personal & Home Services.

We're all about building a workplace for the future, we believe in equal opportunities, and we celebrate diversity. We're an inclusive workplace, where everyone is welcome, everyone can be natural, and be the best versions of themselves. We recognise that we're on a journey with regards to diversity and inclusion and would therefore welcome applications for candidates from underrepresented backgrounds.

We're a Disability Confident Leader employer. We're committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations. We run a Disability Confident interview scheme for candidates with disabilities who meet the minimum selection criteria for the job.