Scheduler/Planner

About the Role

In the Central Operations Planning team you will receive work orders from various systems, manage and schedule engineers through our scheduling platform, and allocate the right skilled engineer to each job based on store requirements, location, priority and availability. You will act as the liaison between field‑based engineers and client premises, handling everything from emergency power‑cut responses within two hours to reactive maintenance scheduled up to 720 hours, always meeting agreed SLAs and KPIs. The role requires a proactive, solution‑focused attitude, resilience, and the ability to persuade engineers toward the best customer outcomes. • Receive work orders via multiple systems and schedule engineers according to SLAs/KPIs. • Allocate appropriately skilled engineers based on store needs, location, job priority and availability. • Coordinate between field engineers and client sites to ensure timely service. • Handle urgent incidents (e.g., power cuts within 2 hours) and longer‑term maintenance (up to 720 hours) while meeting critical KPIs. • Maintain SLA/KPI focus, persisting through challenges and influencing engineers to achieve optimal solutions.

Key Responsibilities

• ▸work orders
• ▸engineer scheduling
• ▸skill allocation
• ▸incident response
• ▸sla management
• ▸client liaison

What You Bring

Are you looking for an employer focused on career development, stakeholder communication, and delivering on set SLAs/KPIs while providing top‑class customer service? We are seeking an experienced Workforce Scheduling Controller to join our permanent team at the Redditch office. The ideal candidate has extensive scheduling knowledge, works independently, and possesses excellent administrative and time‑management skills honed in fast‑paced, pressure‑filled environments. You should champion continuous improvement, simplify processes, and adapt quickly to change while communicating effectively with field operational managers, engineers, clients and Helpdesk colleagues. The position is a 40‑hour week (7 am–7 pm across seven days) requiring flexibility, and you can come from any industry provided you can quickly learn facilities‑management processes and technology solutions. • Proven experience in workforce scheduling and meeting SLA/KPI targets. • Strong administrative, time‑management and independent initiative abilities in fast‑paced environments. • Ability to drive continuous improvement and simplify processes. • Excellent communication with field operational managers, engineers, clients and helpdesk teams. • Flexibility to work 7 am‑7 pm across 7 days and adapt to new facilities‑management technologies.

Requirements

• ▸workforce scheduling
• ▸sla/kpi
• ▸continuous improvement
• ▸facilities management
• ▸communication
• ▸flexibility

Benefits

We offer a salary of £26,388 per annum with potential growth to £29,517 based on performance, a 4 % bonus tied to targets, and 25 days of annual leave plus bank holidays. Additional perks include a group pension with 5‑6 % matched contributions, a Health Cash Plan and life assurance, various discounts, vouchers and financial‑aid programmes, as well as a funded training sponsorship scheme. To apply, submit your application via the ‘apply’ button; the requisition ID for this role is 2025‑7897. • Salary £26,388 per annum, potential growth to £29,517 based on performance. • 4 % bonus subject to target achievement. • 25 days annual leave plus bank holidays. • Group personal pension with 5‑6 % matched contributions. • Health Cash Plan and life assurance. • Discounts, vouchers and financial aid programmes. • Funded training sponsorship scheme.

Work Environment

Field