Scheduling Team Leader

**About The Role**:
The purpose of this role is to manage Customer Solutions Advisors, ensuring that engineer schedules are optimised and that engineers are utilised to their fullest capacity, taking account of geography, engineer skill-set and the parts that are needed for each job. Always with the customer at the heart of your team, you will strive to deliver customer service excellence and to exceed NSI standards for emergency response of planned maintenance visits.

As a Scheduling Team Leader, you will need a dynamic hands-on approach to support the team in finding solutions to scheduling issues and deliver a consistently excellent standard of service to our customers. A great communicator and motivator, the role holder needs to maintain a proactive and can-do attitude across the team, especially during challenging and time pressured situations, to ensure all activities are assigned and closed down effectively day-to-day. You will drive performance by leading by example, planning ahead and producing management information to proactively meet the team’s objectives.

You will have responsibility for conducting staff performance reviews, identifying staff training and development requirements, inducting new staff, and initiating disciplinary action where required.

The contracted hours of work are 40 hours a week, consisting of 8-hour shifts on rotation between 08:00-20:00, Monday-Friday. This role is office based at Cobalt Business Park.

**Who are we?**

Protect My Property is one of the UK’s leading experts in security solutions for home and business. From its Newcastle Contact Centre the company services and maintains over 15,000 security and surveillance systems in domestic and business properties nationwide. The company is proud of the breadth of its offerings which range from traditional intruder alarm and CCTV solutions to its innovative Smart Homes connected product that combines interactive security, video monitoring and home automation capabilities into one self-install system.

Protect My Property is part of M Group, £1.7 billion Pound turnover business with a wide and diverse portfolio. We work with our clients and partners to ensure we keep abreast of industry developments, and we remain at the forefront of proactively influencing the right pathways to success. M Group is a 2019 Times 100 Top Track Company.

**K**ey responsibilities**
- Ensure your teams have the numbers, capability, training and direction to fully support the field in consistently meeting all customer appointments on a daily basis
- Work with the Director of Operations to ensure field and office teams operate as one, pulling together to maximize the efficiency of the field force and deliver for our customers
- Set and agree clear objectives with immediate reports, regularly monitoring their performance and taking corrective action for shortfalls
- Communicate effectively across all office and field teams to ensure key messages are understood and front-line colleagues feel they have a voice in the business
- Support, coach and motivate the team to achieve their objectives in accordance with the noting of any conduct or performance issues for later action
- Work with the team to ensure workload is maximized and balanced across all Engineers within the field
- Ensure effective communications with customers across all communications channels, proactively contacting customers whenever possible.
- Respond proactively to emergency jobs are booked within 4 hours
- Minimise escalated complaints through first contact resolution
- Maintain comprehensive and accurate records relating to customer cancellations and retentions
- Deputise for the Technical Support and Administration Team Leader where required

**What you’ll bring to the role**
- A minimum of one years’ experience in a Team Leader or supervisory position
- A demonstratable understanding and experience of scheduling, planning and utilizing resource
- Confidence, integrity, patience, tact and diplomacy when dealing with difficult situations
- Attention to detail
- Ability to work well under strict SLAs and KPIs
- Excellent verbal and written communication
- Ability to work collaboratively with key stakeholders
- Self-motivated and enthusiastic
- Proactive planning and efficient field source utilization
- Confident in use of the Microsoft Office and Google Apps suites
- Knowledge of the Security industry or of the Protect My Property organization

**What we can offer you**
- 25 days holiday + 8 day bank holiday
- Access to My Rewards which provides amazing reductions on 1000’s of purchases including Mobile Phone, Utility bill & top retail brand discounts. Here’s a few so you can see the type of savings you can make:
- Up to 7% discounts on major supermarkets
- Up to 52% on Cinema tickets
- Up to 33% on holidays and travel
- Up to 10% on restaurants and takeaways
- Up to 25% off gym membership
- Eye care vouchers
- Access to our Employee Assistance Programme
- Reco