Regional Scheduling Manager - Edinburgh

You will oversee regional leadership and resource management, ensuring effective scheduling, admin support, and resource allocation to meet targets and compliance. You will manage the performance, coaching, and development of your regional frontline team, monitoring KPIs, SLAs, compliance, and WIP, while producing reports to drive decision-making. As the escalation point for customer issues, you will ensure resolution and continuous improvement, while managing relationships with stakeholders, contractors, and the Contact Centre for accurate diagnostics and service alignment.

You will drive operational excellence by promoting consistency, best practices, and ensuring customer complaints are handled within SLAs. Additionally, you'll maintain documentation, financial reporting, and lead regional projects to enhance efficiency.

You will also support new business assessments, integrate them into operations, and foster a customer-first approach. Finally, you will ensure robust processes for WIP and administration, minimizing backlogs and maintaining high standards across the regions.

This is a hybrid role, requiring at least three days per week in the Hay Avenue office in Edinburgh to support collaboration and team engagement.

Proven expertise in scheduling and resource management, with leadership experience in multi-disciplinary operational teams. Skilled in creating and implementing efficient scheduling strategies to optimise the deployment of field operatives and resources.

Experience in frontline people management, performance management, coaching, and driving customer experience initiatives.

Strong analytical skills with experience in reporting and data-driven decision-making. Proficient in data analysis and real-time resource allocation monitoring to meet operational objectives and customer needs.

Detailed understanding of call centre/service desk technology, systems, and processes.

Knowledge of property maintenance or field service operations.

More About you

You have proven expertise in scheduling and resource management, with strong leadership skills in managing multi-disciplinary teams. You are experienced in frontline people management, performance coaching, and driving customer experience initiatives. You excel at communication and stakeholder management, with the ability to organise and motivate frontline teams.

You are familiar with continuous improvement practices, managing complaints, and driving service enhancements. You have strong analytical skills, with experience in reporting and data-driven decision-making to monitor resource allocation and meet operational objectives. You also have a solid understanding of call centre/service desk technology and property maintenance or field service operations. Preferred qualifications include experience with Field Service Management technology, knowledge of housing regulations, strong IT skills (including Microsoft Office and databases), and an understanding of customer experience and service design principles.

We are a large diverse and ambitious business, which will give you all the challenge you could wish for.

We know that there's always more we can do to make you smile, that's why we offer a comprehensive benefits package with each role, yours will include:

Competitive salary, with a salary review yearly

Pension with matched contributions up to 7%

Excellent holiday package - 35 days annual leave with the option to buy or sell leave

Cashback plan for healthcare costs - up to 500 saving per year

A bonus scheme for all colleagues at 2%

Training and development

Extra perks including huge discounts and offers from shops, cinemas and much more.

Safeguarding

At Places for People, safeguarding is everyone's responsibility. We are committed to creating safe communities for our customers and colleagues by protecting children, young people, and adults at risk from harm, abuse, and neglect.

We follow robust safeguarding policies and procedures, ensuring all employees, volunteers, and contractors uphold the highest standards of safeguarding and accountability. Our recruitment process includes pre-employment checks, including Disclosure and Barring Service (DBS) checks where applicable, to promote a safe and secure working environment.

By joining Places for People, you are expected to contribute to our safeguarding culture, following our policies and reporting concerns to protect those in our communities