Workforce Scheduling Controller

Arcus FM Limited; Redditch; On-site; GBP 60,000 - GBP 80,000; Full time

Job summary

A Facilities Management company based in Redditch is looking for a Workforce Scheduling Controller to ensure efficient scheduling of maintenance jobs. This role requires great organisational skills and experience in a service operations role. The successful candidate will manage communications between field engineers and clients, ensuring SLAs and KPIs are met. Offering a salary up to £29,517 annually, along with a discretionary bonus scheme and additional benefits, this is a pivotal role for someone passionate about customer service and operational excellence.

Benefits

Salary up to £29,517 per annum

Up to 4% discretionary bonus scheme

25 days annual leave + Bank Holidays

Contributory pension scheme

Health Cash Plan & Life assurance

Learning & Development opportunities

Qualifications

• Previous experience as a Workforce Scheduling Controller or in a similar service operations role.
• Excellent UK geographical knowledge and route planning expertise.
• Strong experience working with SLAs and KPIs.

Responsibilities

• Organise and schedule reactive and planned maintenance jobs across the UK.
• Maintain daily communication with field-based engineers.
• Monitor and manage SLA and KPI compliance.

Skills

Organisational skills

Problem-solving

Communication skills

Geographical knowledge

Time management

Technical confidence

Job description

Why Join Us

Are you a natural organiser with a knack for problem-solving, juggling priorities, and keeping everything running smoothly behind the scenes?

We’re on the lookout for a Workforce Scheduling Controller to join our dynamic Central Operations Planning team within our Shutter and Gates department. You’ll be the vital link between our field engineers and our customers—ensuring jobs are scheduled efficiently, service levels are met, and our clients remain satisfied.

We are now seeking an experienced Workforce Scheduling Controller, to join us on a permanent basis at our Redditch office.

What You'll Be Doing

• Organise and schedule reactive and planned maintenance jobs across the UK
• Maintain daily communication with field-based engineers
• Ensure engineers are allocated efficiently based on skills, location, and job priority
• Monitor and manage SLA and KPI compliance, adapting quickly to ensure performance targets are met
• Support customer needs with a proactive, solution-focused mindset
• Keep internal systems and client-specific portals fully updated
• Deliver exceptional customer service through prompt communication and clear coordination
• Continuously seek ways to streamline scheduling processes and improve operational outcomes

What We're Looking For

What We’re Looking For:

• Previous experience as a Workforce Scheduling Controller, or in a similar service operations role
• Background in the Industrial door industry, Automatic doors industry or similar field-based engineering services is highly desirable (but not essential)
• Technically confident – able to communicate effectively with engineers once trained, and comfortable using scheduling systems and internal/external platforms.
• Excellent UK geographical knowledge and route planning expertise
• Strong experience working with SLAs and KPIs with a drive to exceed targets
• Confident communicator – able to challenge and negotiate with professionalism
• Persistent, determined, and stays calm under pressure
• Self-starter with excellent time management and administrative skills

Ideal Candidate Profile:

• Able to manage multiple priorities in a fast-paced, reactive environment
• Passionate about customer service and operational excellence
• Works well independently and thrives in a team setting
• Brings positive energy and a ‘can-do’ attitude to their daily responsibilities

Your key stakeholders will be all Field Operational Managers, Engineers, various clients, and Helpdesk colleagues. Your new team will consist of Schedulers, Senior Customer Support colleagues, Team Managers and Operations Managers.

This is a 40-hour per week working7am – 7pm across 7 days, as flexibility is required for this role.

For this role you could have this experience within any industry and sector but with an aptitude to learn quickly new processes within the Facilities Management world - What is key is that you are confident, have the experienceand are adaptable to all technology solutions

In return, we would offer you:

• Salary: Up to £29,517 per annum, depending on experience
• Up to 4% discretionary bonus scheme, subject to achievement of targets
• 25 days annual leave + Bank Holidays
• Generous contributory pension scheme of matched contributions between 5% and 6%
• Health Cash Plan & Life assurance
• Discounts, vouchers, and financial aid programs
• Learning & Development opportunities
• Funded Training Sponsorship Scheme
• Cycle to Work Scheme

To be considered for this position please submit yourapplication via the 'apply' button.

Requisition ID

2026-8184