Scheduling Manager

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Job Purpose

The Scheduling Manager is responsible for ensuring the timely and efficient delivery of audit, fire risk assessment (FRA), diary and other services to customers. This role involves managing the monthly processes and reporting for these services, overseeing the Service Coordinators, and ensuring high-quality customer communications and service delivery.

Key Responsibilities

Service Delivery:

• Ensure the on-time delivery of audit, fire risk assessment and diary services to customers.
• Oversee the monthly process of audit, FRA and diary services, ensuring optimal utilization of resources.
• Manage the reconciliation of audit and FRA rounds to ensure accuracy and completeness.
• Managing and monitoring reporting to ensure all KPIs are met and risks are managed.
  Scheduling and Coordination:
• Administer the client CRM, managing tasks and events to ensure seamless service delivery.
• Efficiently schedule and coordinate location visits for events, including booking events, calculating travel time, and managing related calendar activities.
• Ensure cost-effective scheduling practices to optimize resource use and minimize travel expenses.
  Customer Communication:
• Maintain professional and high-quality communications with customers regarding audit/FRA booking arrangements and service requests.
• Address customer inquiries and resolve any issues related to service delivery promptly.
• Liaise with Large & Enterprise customers to give confidence and manage service delivery on a bespoke basis, dealing with any issues first hand and finding realistic solutions.
• Balancing customer requests with commercial interests in a professional and appropriate manner.
  Quality Assurance:
• Ensure all audits and FRA are conducted in accordance with client-specific requirements and requests.
• Support the Operations Manager with ad hoc tasks and projects as needed.
  Performance Monitoring:
• Produce and analyse Key Performance Indicator (KPI) performance figures regularly.
• Monitor and validate team performance to ensure that everyone is working efficiently and correctly
• Identify any coaching needs and ensuring that continuous training is implemented within the team
  Support Functions:
• Assist the Service Delivery teams in all matters which will make them more effective such as booking travel, managing expenses and other requests.
• Support the Sales team in fulfilling delivery requests for prospects, cross-sales, and other opportunities.
• Calculating correct overtime for colleagues

  As a Manager, your responsibilities will also include the following:

• Lead by example and holding your team accountable for their work and the core values of the business.
• Evaluate performance and develop people e.g. performance manage poor performers & identify future stars and develop them.
• Support and identify where additional talent is required and the onboarding of new people, both internal and external.
• Communicate business updates e.g. company strategy, policy changes key success etc.
• The well-being and engagement of your team.
• Attrition & recruitment of your team.