Scheduling Team Manager

About the company

Our client is a well-established security solutions provider with over 45 years of industry experience. The business prides itself on delivering a high standard of customer service.

Your tasks

The Opportunity We are looking for an experienced, proactive and forward thinking Scheduling Team Manager to lead a small Operations Scheduling team within a busy business.

This is an excellent opportunity for someone who enjoys being hands on with scheduling but also has the drive, confidence and ideas to improve processes, introduce automation and create a more efficient and structured department.

You will be responsible for managing a team of two, overseeing engineer scheduling, customer communication, stock coordination and operational performance.

The business is particularly keen to find someone who can bring fresh ideas, challenge existing ways of working and identify opportunities to improve efficiency and productivity.

A key part of the role will be getting the team on board with change, introducing better processes and creating a positive, collaborative and performance driven working environment.

• Lead, support and motivate a team of two Operations Coordinators / Schedulers.
• Manage daily workloads, priorities and operational challenges.
• Set clear expectations and monitor individual and team performance.
• Provide ongoing coaching, training and development.
• Encourage accountability, collaboration and a positive team culture.
• Confidently implement improvements whilst gaining team buy in and engagement.
• Oversee the daily scheduling of field engineers for servicing, planned maintenance, repairs and emergency callouts.
• Remain hands on with scheduling, supporting the team during busy periods.
• Optimise engineer diaries based on geographical location, skills and availability.
• Maximise engineer productivity whilst reducing unnecessary travel time and costs.
• Ensure proactive customer communication regarding appointments, confirmations and service reminders.
• Monitor outstanding and overdue jobs to ensure customer compliance requirements are met.
• Act as a key point of contact for engineers and escalate or resolve scheduling concerns.
• Oversee stock control to ensure engineers have the necessary equipment and materials for scheduled jobs.
• Monitor stock availability, inventory accuracy and operational requirements.
• Coordinate the receipt, storage and dispatch of parts and equipment.
• Support effective supplier communication and stock replenishment.
• Ensure stock and storage areas are organised, safe and efficiently managed.
• Monitor scheduling efficiency, engineer utilisation and operational performance.
• Track KPIs including completed jobs, travel time, emergency response times and outstanding workloads.
• Identify trends, inefficiencies and areas for improvement.
• Produce regular performance updates and recommendations for the Business Manager.
• Ensure CRM systems, scheduling records and operational data are accurate and up to date.
• Review existing scheduling, reporting and operational processes to identify opportunities for improvement.
• Introduce more structured, streamlined and process driven ways of working.
• Explore opportunities for automation to reduce manual administration and improve efficiency.
• Maximise the use of existing CRM and scheduling systems.
• Bring fresh ideas and practical solutions to improve overall departmental performance.
• Lead process changes effectively, ensuring the team understands and supports new ways of working.
• Drive continuous improvement across scheduling, customer service and operational delivery.

Requirements

About You: We are looking for someone who combines strong scheduling experience with natural leadership skills and a genuine passion for improving processes.

Essential Experience & Skills

• Previous experience scheduling, planning or coordinating field based engineers.
• Experience supervising, leading or managing a small team.
• Strong understanding of scheduling optimisation, resource planning and operational KPIs.
• Confident managing customer communication via telephone and email.
• Excellent organisational skills with the ability to manage competing priorities.
• Strong Excel, Microsoft Office and CRM system experience.
• A proactive and solutions focused approach.
• Excellent communication and problem solving skills.
• Ability to motivate a team, influence others and successfully introduce change.

Desirable Experience

• Experience using Uptick, Salesforce or similar scheduling and field service management systems.
• Experience introducing automation, new processes or operational improvements.
• Knowledge of stock control, inventory management or supplier coordination.
• Experience leading a team through operational or process changes.

Other

*Job Title: Scheduling Team Manager · Location: Welwyn Garden City, Office based · Salary:£39,000 to £40,000 per annum · Hours: Monday to Friday, 8:30am to 5:30pm *Reports To: Business Manager Team Responsibility: 2 Operations Coordinators / Schedulers

Thank you for your interest in this vacancy, advertised by SMT Recruitment (Smart10 Ltd), acting as an employment agency/business. Your application will be considered alongside others, and we will contact you within three working days if you are shortlisted.

SMT Recruitment is a multi-award-winning specialist recruitment consultancy providing temporary, contract, and permanent recruitment solutions across selected business sectors. To stay up to date with our latest opportunities, please visit our website, like us on Facebook, and follow us on Instagram or LinkedIn. Please refer to SMT’s Privacy Policy for details on how we manage your data.