Scheduling Manager

Wates Group; Birmingham; On-site; GBP 45,000 - 70,000; Full time

Job summary

Wates Group in Birmingham is seeking an experienced operations leader to head planning and scheduling across direct labour and supply chain. You will oversee daytime call centre operations, KPI reporting, and client communications to ensure high-quality, customer-focused services.

You will manage scheduling teams and day-time managers, drive performance improvements, and promote health and safety across contracts. DBS checks may be required at offer stage.

Qualifications

• Experience in planning, scheduling, or operations.
• Strong data analysis and KPI management skills.
• Confident with Excel, Word & Outlook.
• Excellent organisation & prioritisation abilities.
• Strong communication & stakeholder management.
• Background in maintenance or property services (desirable).

Responsibilities

• Plan and schedule direct labour and supply chain.
• Oversee daytime call centre operations.
• Ensure compliance with policies and Operating Framework.
• Drive continuous improvement across services.
• Lead KPI reporting & performance analysis.
• Monitor and improve operational performance.
• Produce monthly client reports.
• Analyse complaints & identify service improvements.
• Deliver a customer-first service and engage with clients.

Skills

Planning & Scheduling

Data analysis & KPI management

Organisation & prioritisation

Communication & stakeholder management

Operations experience

Tools

Excel

Word

Outlook

Job description

Role Purpose

Lead the planning & scheduling function, ensuring the efficient coordination of workforce and delivery of high-quality, customer-focused services. You will oversee call centre operations, performance management, and continuous improvement, driving operational excellence across all contracts.

Location: Birmingham (WPS)

Key Responsibilities

Operations

• Manage planning & scheduling of direct labour and supply chain
• Oversee daytime call centre operations
• Ensure compliance with company policies & Operating Framework
• Drive continuous improvement across services

Performance & Reporting

• Lead KPI reporting & performance analysis
• Monitor and improve operational performance
• Produce monthly client reports
• Analyse complaints & identify service improvements

Customer & Stakeholder Management

• Deliver a customer-first service
• Strengthen relationships with clients & internal teams
• Attend and contribute to client meetings

People Leadership

• Manage scheduling teams
• Manage daytime managers
• Manage Admin, KPI & complaints teams
• Drive team performance, engagement & development

Health, Safety & Compliance

• Ensure all work is planned safely
• Promote health, safety & wellbeing culture
• Monitor and support H&S compliance and reporting

Skills & Experience

• Experience in planning, scheduling, or operations
• Strong data analysis & KPI management skills
• Confident with Excel, Word & Outlook
• Excellent organisation & prioritisation
• Strong communication & stakeholder management
• Background in maintenance/property services (desirable)

What Success Looks Like

• Efficient workforce scheduling
• Improved KPI performance
• High customer satisfaction
• Engaged, high-performing teams

Given the nature of this position, you will need to undergo a Standard Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant's criminal record or the details of any disclosed offenses. Additionally, certain roles may be subject to additional pre-employment checks.

Our Commitments

WPS is proud to be an employer where anyone can thrive, and we welcome applications from candidates of all backgrounds. We encourage you to apply even if you don't meet every requirement, as we value transferable skills and assess all applications fairly.

We don't discriminate based on a criminal record; all applications are reviewed on an individual basis against the requirements of the role. Some roles may require additional checks, due to the nature of the work. As a Disability Confident Leader, we offer an interview to applicants with a disability who meet the minimum criteria for the role and opt in to the Disability Confident scheme. Reasonable adjustments are available, please contact us at [e-mail]