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For Companies At a Glance
- Tasks: Schedule and organise maintenance jobs, ensuring efficient communication with engineers and clients.
- Company: Join a dynamic team in the Shutter and Gates department, focused on operational excellence.
- Benefits: Enjoy a competitive salary, bonus scheme, generous leave, and health perks.
- Why this job: Be the vital link between engineers and customers, enhancing service delivery and satisfaction.
- Qualifications: Experience in scheduling or service operations is preferred; strong communication skills are essential.
- Other info: Flexible working hours required; this role offers opportunities for growth and development.
The predicted salary is between 24500 - 31500 £ per year.
Overview
We are 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. This is a permanent role based at our Redditch office in Worcestershire.
Responsibilities
- 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 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 role, working 7am – 7pm across 7 days, with flexibility required.
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%
- Life Assurance
- Learning & Development opportunities
- Funded Training Sponsorship Scheme
- Cycle to Work Scheme
- Healthshield Scheme
- Up to 10% off B&Q/ Trade Point
- 20% off Nuffield Fitness and Wellbeing Centres
To be considered for this position please submit your application via the \\\’apply\\\’ button.
Requisition ID
2025-7486
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Accounting/Auditing and Finance
Industries
Facilities Services
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Workforce Scheduling Controller employer: Arcus FM
Contact Detail:
Arcus FM Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Workforce Scheduling Controller
✨Tip Number 1
Familiarise yourself with the specific scheduling systems and tools commonly used in workforce management. This knowledge will not only help you during the interview but also demonstrate your proactive approach to understanding the role.
✨Tip Number 2
Brush up on your geographical knowledge of the UK, especially in relation to route planning. Being able to discuss efficient scheduling based on location will show that you can think critically about the logistics involved in the role.
✨Tip Number 3
Prepare examples of how you've successfully managed SLAs and KPIs in previous roles. Highlighting your experience in exceeding targets will resonate well with the hiring team and showcase your results-driven mindset.
✨Tip Number 4
Demonstrate your customer service skills by preparing scenarios where you've effectively communicated with clients or resolved issues. This will illustrate your ability to maintain high service levels and keep clients satisfied.
We think you need these skills to ace Workforce Scheduling Controller
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience as a Workforce Scheduling Controller or in similar service operations roles. Emphasise any background in the industrial door or automatic doors industry, if applicable.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for customer service and operational excellence. Mention specific examples of how you've managed multiple priorities in fast-paced environments and your approach to exceeding SLAs and KPIs.
Highlight Communication Skills: In your application, emphasise your confident communication skills. Provide examples of how you've effectively communicated with engineers and clients, and how you’ve handled challenging situations professionally.
Showcase Problem-Solving Abilities: Demonstrate your proactive, solution-focused mindset by including examples of how you've streamlined scheduling processes or improved operational outcomes in previous roles.
How to prepare for a job interview at Arcus FM
✨Know the Role Inside Out
Make sure you thoroughly understand the responsibilities of a Workforce Scheduling Controller. Familiarise yourself with scheduling systems, SLAs, and KPIs, as well as the specific needs of the Shutter and Gates department.
✨Demonstrate Your Communication Skills
Since this role involves constant communication with field engineers and clients, be prepared to showcase your communication skills. Share examples of how you've effectively coordinated with teams or resolved customer issues in the past.
✨Showcase Your Problem-Solving Abilities
Prepare to discuss situations where you've had to adapt quickly to changing circumstances. Highlight your proactive approach to finding solutions and improving processes, which is crucial for maintaining service levels.
✨Exhibit Your Customer Service Passion
The ideal candidate should have a strong focus on customer satisfaction. Be ready to share experiences that demonstrate your commitment to delivering exceptional service and how you handle challenging situations with clients.
