Workforce Scheduling Controller

About the Role

Why Join Us – We are seeking a Workforce Scheduling Controller for our Central Operations Planning team in the Shutter and Gates department. The role links field engineers with customers, ensuring efficient job scheduling, service level compliance and customer satisfaction. It is a permanent position based at our Redditch office. In this role you will organise and schedule reactive and planned maintenance jobs across the UK, allocate engineers based on skill, location and priority, and maintain daily communication with the field crew. You will monitor SLA and KPI performance, keep internal and client portals up‑to‑date, and continuously look for ways to streamline the scheduling process while delivering exceptional customer service. Key stakeholders include Field Operational Managers, engineers, clients and Helpdesk colleagues, and you will work alongside Schedulers, Senior Customer Support staff, Team and Operations Managers. The position is full‑time, 40 hours per week, rotating between 7 am and 7 pm across all seven days, requiring flexibility. • Schedule reactive and planned maintenance tasks nationwide, matching engineers to jobs by skill set, location and urgency. • Maintain continuous communication with field engineers and ensure all internal and client portals reflect current job status. • Track SLA and KPI metrics, adjusting schedules promptly to meet or exceed performance targets. • Identify opportunities to streamline scheduling workflows and improve operational outcomes. • Deliver proactive, solution‑focused customer service with clear and timely coordination.

Key Responsibilities

• ▸job scheduling
• ▸engineer allocation
• ▸portal updates
• ▸sla tracking
• ▸process optimization
• ▸customer service

What You Bring

We are looking for candidates with experience as a Workforce Scheduling Controller or similar service‑operations role, preferably within the industrial or automatic doors sector. The ideal person is technically confident, has strong UK geographical knowledge, and is experienced in managing SLAs and KPIs. Excellent communication, time‑management and the ability to stay calm under pressure are essential. • Demonstrated experience in workforce scheduling or comparable service‑operations roles. • Strong UK geographic knowledge and expertise in route planning. • Proficiency with scheduling software and various internal/external platforms. • Proven ability to achieve or surpass SLA and KPI objectives. • Exceptional communication, negotiation, and time‑management skills; remains calm under pressure.

Requirements

• ▸workforce scheduling
• ▸uk geography
• ▸scheduling software
• ▸sla/kpi
• ▸communication
• ▸time-management

Benefits

The role offers a salary up to £29,517 per annum plus a discretionary bonus of up to 4 % based on target achievement. Benefits include 25 days annual leave plus bank holidays, a matched pension contribution of 5‑6 %, health cash plan, life assurance, discounts, learning and development opportunities, funded training, and a Cycle‑to‑Work scheme. • Salary up to £29,517 per year with a discretionary bonus of up to 4 % tied to target achievement. • 25 days annual leave plus bank holidays, plus a pension scheme with 5‑6 % employer matching. • Health cash plan, life assurance, employee discounts, and a Cycle‑to‑Work scheme. • Access to learning and development programmes, including funded training sponsorship.

Work Environment

Field