Scheduler

Arcus FM Limited; Redditch; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Bonus 4% (targets-driven)

25 days annual leave + Bank Holidays

Pension 5-6%

Life Assurance

Training sponsorship

Job summary

Arcus FM Limited in Redditch is seeking an experienced Workforce Scheduling Controller to join our Central Operations Planning team. You’ll manage and schedule engineers across multiple clients, ensuring timely responses and adherence to SLAs and KPIs.

You will liaise between engineers and client premises, consider location and priority, and coordinate with helpdesk and operations managers. This role is 40 hours per week, requiring flexibility across 7am–7pm and 7 days.

Qualifications

• Extensive knowledge of scheduling and ability to work on own initiative.
• Excellent administrative and time management skills in fast-paced environments.
• Advocate for continuous improvement to simplify processes and improve outcomes.

Responsibilities

• Schedule engineers for multiple clients via the scheduling system to meet SLAs/KPIs.
• Liaise between field engineers and client premises to allocate the right skilled engineer.
• Manage urgent and routine engineering requests with priority and within agreed timeframes.
• Collaborate with Field Ops Managers, Engineers, Helpdesk, and Clients to ensure customer needs are met.

Skills

Scheduling

Stakeholder communication

SLA/KPI management

Customer service

Tools

Scheduling system

Job description

Are you looking for an employer who is big on career development?

Do you enjoy communicating with various stakeholders?

Do you thrive on delivering on set SLAs/KPIs?

Do you want to provide the best customer service?

If yes, then read on...

We are now seeking an experienced Workforce Scheduling Controller, to join us on a permanent basis at our Redditch office.

About the Job

Your new role will be within our Central Operations Planning team, where you’ll be covering a multitude of clients. You’ll receive work orders via various systems, you’ll manage and schedule engineers through our scheduling system in accordance with the agreed set SLAs and KPIs. You’ll be liaising between our field-based engineers and client premises ensuring you allocate the correct skilled engineer to attend to the job, considering the store requirements, engineers’ location, and priority of the job through to availability.

You’ll be a proactive and solution-focused individual, as you’ll be handling various requirements which could be anything from dealing with a power cut which requires an engineer within 2 hours, to reactive maintenance work where you’ll need to schedule an engineer within 720 hours or legislative work against critical KPI’s

You’ll already be used to working against set SLAs and KPIs, therefore, it is essential you are SLA/KPI driven with a passion to deliver and succeed. You’ll be resilient, tenacious, and confident when dealing with Engineers, you’ll be able to manage challenge and persuade with ease ensuring you are achieving the best solution for the customer.

To be successful you will have:

Our ideal candidate would have extensive knowledge of scheduling and be able to work on their own initiative. You’d have excellent administrative and time management skills, gained within a fast-paced time-pressured environment with the ability to adapt to change quickly. You’d be an advocate for continuous improvement, looking for ways to simplify and improve processes/results to ensure the customer receives the best resolution.

Your key stakeholders will be all Field Operational Managers, Engineers, various clients, and Helpdesk colleagues. Your new team will consist of Schedulers, Senior Customer Support colleagues, Team Managers and Operations Managers.

This is a 40-hour per week working7am – 7pm across 7 days, as flexibility is required for this role.

For this role you could have this experience within any industry and sector but with an aptitude to learn quickly new processes within the Facilities Management world - What is key is that you are confident, have the experienceand are adaptable to all technology solutions

In return, we would offer you:

• Salary: £27,312 per annum


• 4% bonus, subject to achievement of targets


• 25 days annual leave + Bank Holidays.


• Group personal pension scheme of matched contributions between 5% and 6%


• Life Assurance


• Funded Training Sponsorship Scheme


• Discounts, vouchers, and financial aid programs