At a Glance
- Tasks: Lead a dynamic team in a fast-paced Command Centre, ensuring top-notch service delivery.
- Company: Join a forward-thinking company committed to excellence and inclusivity.
- Benefits: Competitive salary, full-time hours, and opportunities for professional growth.
- Other info: Embrace a culture of support and development in a safe working environment.
- Why this job: Make a real impact by leading a high-performing team and driving continuous improvement.
- Qualifications: 3+ years in a contact centre, proven leadership skills, and strong communication abilities.
The predicted salary is between 32000 - 34000 £ per year.
Schedule & Planner Team Leader
Location
Salford Office, 310 Broadway, M50 2UE
Salary
Up to £34,000 depending on experience
Contract Type
Full time - 40 hours per week
We are looking for an experienced and motivated Schedule & Planner Team Leader to oversee the daily operations of our Command Centre.
In this role, you will ensure that all policies, procedures, and contractual KPIs are met while leading, coaching, and developing a high‑performing team of administrators and schedulers.
This is a fast‑paced, people‑focused role where you will act as the first point of escalation, support operational delivery, and drive continuous improvement across processes and service standards.
Key Responsibilities
- Lead the daily functional management of the Command Centre to ensure compliance with policies, procedures and contractual KPIs.
- Proactively engage, motivate, coach and develop a team of administrators and schedulers.
- Act as the first point of escalation for queries and operational issues.
- Support operators and schedulers with workload when required.
- Monitor and manage workloads to ensure all tasks are completed within required timescales.
- Deliver and support regular training, coaching, and development activities.
- Conduct monthly 1:1s and quarterly PDRs, documenting actions, development needs, and training requirements.
- Ensure efficient service delivery, accurate processes, and continuous identification of improvements.
- Maintain training documentation and ensure all staff receive relevant training.
- Support the management team with the rollout of new processes and operational changes.
- Deputise for the Operations Manager and other Team Leaders when required.
- Assist with recruitment activities within the Command Centre.
- Build and maintain strong customer relationships, promoting confidence in our systems and processes.
- Ensure high levels of customer and supplier satisfaction through logical, timely, and effective support.
- Evaluate processes and suggest improvements to enhance efficiency and service quality.
- Promote a safe working environment and support Zero Harm principles.
- Ensure compliance with Sodexo policies, procedures, values, and ethical standards.
Essential
- 3+ years in a Contact Centre or Service Centre environment.
- Proven team leadership experience.
- Strong communication, coaching, and organisational skills.
- Ability to work in a fast‑paced, changing environment.
- Advanced Excel and Word skills.
- Customer‑focused with excellent attention to detail.
- Experience improving processes and driving performance.
We’re a Disability Confident Leader employer.
We’re committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations.
We run a Disability Confident interview scheme for candidates with disabilities who meet the minimum selection criteria for the job.
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StudySmarter Expert Advice🤫
We think this is how you could land Schedule & Planner Team Leader in Salford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sodexo Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Sodexo Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Schedule & Planner Team Leader in Salford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Sodexo Group:Your cover letter is your chance to shine! Tell us why you want to work at Sodexo Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Sodexo Group!
How to prepare for a job interview at Sodexo Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
