Site Services Scheduling Team Manager

About us:

We, the Mitsubishi Electric Group, contribute to the realisation of a vibrant and sustainable society through continuous technological innovation and ceaseless creativity. "Changes for the Better" represents the Mitsubishi Electric Group’s attitude to "always strive to achieve something better", as we continue to change and grow. Each one of us shares a strong will and passion to continuously aim for change, reinforcing our commitment to creating "an even better tomorrow"

Role summary:

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.

Skills/Responsibilities:

We are looking for someone who is enthusiastic, motivated with initiative and can be a passionate leader of people. Ardent to deliver a great customer experience by building strong relationships with colleagues and customers, always looking at ways in which we can improve. You must demonstrate pride in the Mitsubishi Electric brand and the products which provide renewable solutions to residential products and services.

• 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.

Experience:

• 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.

In return for your commitment, we will offer you some fantastic 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 – we offer a range of flexible working options that include 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 very own discount platform.
• Colleague Referral Scheme.
• Holiday Buy.
• Long Service Awards.
• Cycle to Work Scheme.
• Sports & Social Club (Recent events such as theatre trips, Ascot, Paintball, The Darts)
• Employee Assistance Programme including additional services Eldercare & Best Doctors.

Equality and Diversity

As the business environment around Mitsubishi Electric Group is rapidly changing, providing a workplace where employees can work to their full potential regardless of gender or age is essential to business development. Based on this, Mitsubishi Electric promotes employee diversity through the following measures.