Workforce Scheduling Controller in Redditch

Are you a natural organiser with a knack for problem-solving, juggling priorities, and keeping everything running smoothly behind the scenes? We’re on the lookout for a Workforce Scheduling Controller to join our dynamic Central Operations Planning team within our Shutter and Gates department. You’ll be the vital link between our field engineers and our customers—ensuring jobs are scheduled efficiently, service levels are met, and our clients remain satisfied. We are now seeking an experienced Workforce Scheduling Controller to join us on a permanent basis at our Redditch office.

What You'll Be Doing:

• Organise and schedule reactive and planned maintenance jobs across the UK
• Maintain daily communication with field-based engineers
• Ensure engineers are allocated efficiently based on skills, location, and job priority
• Monitor and manage SLA and KPI compliance, adapting quickly to ensure performance targets are met
• Support customer needs with a proactive, solution-focused mindset
• Keep internal systems and client-specific portals fully updated
• Deliver exceptional customer service through prompt communication and clear coordination
• Continuously seek ways to streamline scheduling processes and improve operational outcomes

What We’re Looking For:

• Previous experience as a Workforce Scheduling Controller, or in a similar service operations role
• Background in the Industrial door industry, Automatic doors industry or similar field-based engineering services is highly desirable (but not essential)
• Technically confident – able to communicate effectively with engineers once trained, and comfortable using scheduling systems and internal/external platforms
• Excellent UK geographical knowledge and route planning expertise
• Strong experience working with SLAs and KPIs with a drive to exceed targets
• Confident communicator – able to challenge and negotiate with professionalism
• Persistent, determined, and stays calm under pressure
• Self-starter with excellent time management and administrative skills

Ideal Candidate Profile:

• Able to manage multiple priorities in a fast-paced, reactive environment
• Passionate about customer service and operational excellence
• Works well independently and thrives in a team setting
• Brings positive energy and a ‘can-do’ attitude to their daily responsibilities

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.

In return, we would offer you:

• Salary: Up to £29,517 per annum, depending on experience
• Up to 4% discretionary bonus scheme, subject to achievement of targets
• 25 days annual leave + Bank Holidays
• Generous contributory pension scheme of matched contributions between 5% and 6%
• Health Cash Plan & Life assurance
• Discounts, vouchers, and financial aid programs
• Learning & Development opportunities
• Funded Training Sponsorship Scheme
• Cycle to Work Scheme

To be considered for this position please submit your application via the 'apply' button.