Scheduling Team Manager

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

Employment Type: Full Time, Permanent

Company Overview

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.

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.

Key Responsibilities

Team Leadership & Development

• 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.

Engineer Scheduling & Customer Coordination

• 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.
• 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.

Operational & Stock Management

• 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

Performance Management & KPIs

• 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.

Process Improvement & Automation

• Review existing scheduling, reporting and operational processes to identify opportunities for improvement.
• Maximise the use of existing CRM and scheduling systems.
• Drive continuous improvement across scheduling, customer service and operational delivery.

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
• Strong Excel, Microsoft Office and CRM system experience.
• A proactive and solutions focused approach
• Ability to motivate a team, influence others and successfully introduce change.

What We're Looking For

This is more than a traditional scheduling role. We are looking for someone who can take ownership of the department, lead from the front and genuinely make a difference.

The successful candidate will be equally comfortable managing engineer diaries, supporting their team and looking at the bigger picture to identify smarter and more efficient ways of working.

You will be someone who brings ideas to the table, embraces technology and automation, and has the people skills to get your team on board with positive change.

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.