Workforce Scheduling Controller

Allscreens Nationwide Ltd; Redditch; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

4% bonus

25 days annual leave + Bank Holidays

Group personal pension scheme

Life Assurance

Training Sponsorship Scheme

Discounts, vouchers, and financial aid

Job summary

Allscreens Nationwide Ltd in Redditch seeks a Workforce Scheduling Controller for a 6-month FTC. You will manage and schedule engineers across multiple clients, ensuring work orders meet agreed SLAs and KPIs.

You'll liaise between field engineers and client premises, allocating the right skilled engineer based on store requirements, location and priority to deliver timely resolutions. We value proactive, solution-focused individuals with strong admin and time-management skills who can adapt

Qualifications

• Experience with scheduling and coordinating engineers.
• Strong administrative and time management skills.
• Ability to adapt quickly to changing processes and priorities.
• Proactive, solution-focused with customer service mindset.
• Proven track record meeting SLAs and KPIs.

Responsibilities

• Receive work orders from multiple systems and schedule engineers per SLAs/KPIs.
• Liaise between field engineers and client premises to assign skilled staff.
• Allocate engineers based on store requirements, location and job priority.
• Manage urgent requests (e.g., critical incidents) within defined response times.
• Collaborate with Field Operational Managers and Helpdesk teams.

Skills

Scheduling

Stakeholder communication

SLA/KPI driven

Time management

Problem solving

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 6 month FTC at our Redditch office.

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.

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 working 7am - 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 experience and are adaptable to all technology solutions

In return, we would offer you:

• 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