Role Purpose
Lead the planning and scheduling function, ensuring the efficient coordination of workforce and delivery of high-quality, customer-focused services. You’ll oversee call centre operations, performance management, and continuous improvement, driving operational excellence across all contracts.
Location: Birmingham (WPS)
Key Responsibilities
Operations
* Manage planning & scheduling of direct labour and supply chain
* Oversee daytime call centre operations
* Ensure compliance with company policies & Operating Framework
* Drive continuous improvement across services
Performance & Reporting
* Lead KPI reporting & performance analysis
* Monitor and improve operational performance
* Produce monthly client reports
* Analyse complaints & identify service improvements
Customer & Stakeholder Management
* Deliver a customer-first service
* Strengthen relationships with clients & internal teams
* Attend and contribute to client meetings
People Leadership
* Manage scheduling teams, daytime managers, admin, KPI & complaints teams
* Drive team performance, engagement & development
Health, Safety & Compliance
* Ensure all work is planned safely
* Promote health, safety & wellbeing culture
* Monitor and support H&S compliance and reporting
Skills & Experience
* Experience in planning, scheduling, or operations
* Strong data analysis & KPI management skills
* Confident with Excel, Word & Outlook
* Excellent organisation & prioritisation
* Strong communication & stakeholder management
* Background in maintenance/property services (desirable)
What Success Looks Like
* Efficient workforce scheduling
* Improved KPI performance
* High customer satisfaction
* Engaged, high-performing teams
Given the nature of this position, you will need to undergo a Standard Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant’s criminal record or the details of any disclosed offenses. Additionally, certain roles may be subject to additional pre‑employment checks.
We don't discriminate based on a criminal record; all applications are reviewed on an individual basis against the requirements of the role. Some roles may require additional checks, due to the nature of the work. As a Disability Confident Leader, we offer an interview to applicants with a disability who meet the minimum criteria for the role and opt in to the Disability Confident scheme. Reasonable adjustments are available.
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