Site Services Scheduling Team Manager

Mitsubishi Electric; Manchester; Hybrid; GBP 40,000 - 50,000; Full time

Job summary

A leading technology company in Manchester seeks a Scheduling Team Manager to oversee a team responsible for coordinating heating engineers and service appointments. This role emphasizes operational efficiency, team leadership, and effective communication to enhance customer satisfaction. Benefits include generous leave, pension, and flexible working options.

Benefits

Generous annual leave allowance

Flexible working options

Pension

Private medical and dental insurance

Employee assistance programme

Qualifications

• Proven experience managing or supervising a scheduling or dispatch team.
• Skills to lead, develop, and motivate a team effectively.
• Experience using KPIs to manage a team.

Responsibilities

• Lead and support the scheduling coordinators team.
• Promote a 'right first time' culture for customer satisfaction.
• Report team performance to senior management.

Skills

Team leadership

Performance management

Communication skills

Problem-solving

Attention to detail

Organizational skills

Job description

To manage and develop our residential scheduling team, responsible for coordinating heating engineers and service & maintenance appointments, ensuring smooth job allocation, high customer satisfaction, and meeting operational targets.

Responsibilities

• Lead and support a team of scheduling coordinators, providing guidance, performance feedback, and training.
• Conduct regular 1:1s, appraisals, mentoring, coaching and team meetings to promote continuous improvement and motivation.
• Highlight areas of high performance or concern to the Operations manager and collaborate on providing solutions and opportunities for growth.
• Promote a 'right first time' culture by embedding error-prevention strategies, proactive problem solving, and continuous process improvements to enhance customer satisfaction and reduce inefficiencies.
• Manage team performance using KPIs such as job completion rate, first-time fix rate, and customer satisfaction.
• Drive operational excellence through regular reviews, root cause analysis of service failures and eliminate recurring issues by streamlining workflows.
• Ensure the scheduling team are booking in engineer resource efficiently to minimise operational costs such as travel time.
• Support the business and the scheduling team in the adoption, training and development of new systems and process improvements.
• Identify process improvements to enhance efficiency and reduce downtime, creating an environment of ideas and suggestions from the team.
• Ensure accurate and up-to-date records of all jobs, delays, and engineer availability for each scheduler, through the use of reporting dashboards and regular coaching sessions.
• Report regularly to senior management on team performance, workload, and resource needs.
• Act as a trusted point of contact for Sales Managers, Account Managers and senior stakeholders, ensuring strong communication and alignment with business objectives.

Qualifications

• Proven experience managing or supervising a scheduling or dispatch team, ideally within a field service or heating environment.
• Be able to demonstrate the skills required to lead, develop, support and motivate a team to perform at their optimum level.
• Experience of using KPIs and targets to manage a team and drive performance.
• Ability to conduct themselves in a professional manner and to reinforce best behaviors and standards within a team.
• Strong communication and problem-solving skills.
• Excellent written and verbal communication skills.
• Attention to detail and excellent organisation skills.
• Service orientated with an empathetic and pragmatic approach.
• A team player who can collaborate with all levels of stakeholders.

Desirable

• Experience in the heating, plumbing, or social housing sector.
• Formal leadership or management training/qualification.

Benefits

• Generous annual leave allowance - 25 days per year, plus bank holidays increasing by one day with each year of service until 27 days per year.
• Flexible Working - options including working from home or hybrid working.
• Pension.
• Life Assurance.
• Group Income Protection Scheme.
• Private Medical, Dental Insurance and a Cash Plan Scheme - Single cover funded by Mitsubishi.
• Access to Mitsubishi's discount platform.
• Colleague Referral Scheme.
• Holiday Buy.
• Long Service Awards.
• Cycle to Work Scheme.
• Sports & Social Club (e.g., theatre trips, Ascot, Paintball, The Darts).
• Employee Assistance Programme including Eldercare & Best Doctors.