Job Description

Job Title: Scheduling and Ad Hoc Services Manager

Reports to/Line Manager Director of Operations

Salary Dependable on experience

Working Arrangement

This is a full time role requiring regular office attendance. The successful candidate should have the ability to regularly attend our Solihull and Leeds offices based in the UK for meetings. Occasional evening and weekend availability is required to respond to emergency scheduling needs, and the role includes on-call responsibilities. Regular UK travel to client sites and other company locations will also be expected to support operational delivery and relationship management.

Role Summary:

The Scheduling and Ad Hoc Services Manager is responsible for leading the planning and coordination of workforce deployment across all client sites. The role ensures effective coverage, manages urgent service requests, and supports continuous improvement in scheduling operations. It involves close collaboration with Area and Regional Managers, oversight of scheduling teams, and direct engagement with clients to maintain high service standards. As a new role the post holder will help shape the role and team as implemented,

Responsibilities:

Scheduling Management

Dynamic - staying ahead of operational needs with smart planning.

Lead the development and optimisation of scheduling systems across all regions

Ensure proactive scheduling is completed in advance to meet contractual obligations

Collaborate with Regional and Area Managers to maintain 120% staffing establishment across all sites

Ensure that coverage is maintained through effective monitoring and adjustment of schedules in real-time to respond to absences, emergencies, and operational changes

Ensure timely distribution of shift rosters to clients in accordance with agreed timescales

Ad Hoc Services Coordination

Grounded - delivering responsive, reliable service with integrity.

Work with Sales and Account Management to scope, quote, and deliver ad hoc services

Assess resource availability and co-ordinate the deployment of personnel for emergency or short-notice coverage

Liaise with clients to understand specific requirements and ensure tailored service delivery

Provide rapid response solutions while maintaining service quality and compliance

Work with Sales and Account Management to scope, quote, and deliver ad hoc services

Operational Excellence

United - working collaboratively to deliver consistent quality.

Monitor attendance, overtime, and scheduling efficiency across regions, escalating issues where necessary

Ensure compliance with labour laws, ACS standards, and internal policies

Maintain accurate documentation and reporting for audits and operational reviews

Drive continuous improvement in scheduling efficiency and resource allocation

Client Relationship Management

Human - putting client needs and community safety first

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Act as a key point of contact for scheduling-related client queries and service planning

Communicate proactively with clients about scheduling, service delivery and service updates

Support account management teams with scheduling insights and solutions

Team Leadership & Administration

United - leading with collaboration and care.

Manage scheduling team members, ensuring that teams understand and meet expectations, stay on target to deliver results aligned to the company's objectives to deliver exceptional service and security to our clients.

Conduct regular review sessions and appraisals with direct reports in person. Reviewing performance against their objectives and key performance indicators, identifying training, development and support needs

Ensure the effective management of Adhoc officers through team, ensuring performance reviews and welfare checks are conducted

Provide training on scheduling systems, policies, and service standards

Collaborate with Regional Managers to support Area Manager development in scheduling practices

Report on scheduling metrics, costs, and team performance

Key Performance Indicators

Staffing Coverage:

Maintain 98%+ coverage across all client sites

Emergency Response: Resolve urgent scheduling requests within agreed timeframes

Client Satisfaction:

Achieve high satisfaction scores for scheduling and service delivery

Cost Efficiency:

Reduce overtime costs through effective planning

Team Development:

Track and improve team performance and engagement

Compliance:

Ensure accurate reporting and adherence to scheduling procedures

What we are looking for :

Essential Requirements

3-5 years' experience in workforce scheduling, ideally in security or service industries Proven leadership experience managing teams and cross-functional stakeholders

Experience in client relationship management and service delivery

Experience developing and tracking performance metrics

Skills & Competencies

Strategic thinking with strong operational awareness

Excellent communication and stakeholder engagement skills

High attention to detail and ability to manage competing priorities

Strong analytical and problem-solving capabilities

Leadership and coaching skills to develop high-performing teams

Customer-focused mindset with a commitment to service excellence

Desirable Requirements

Experience in the private security industry

Knowledge of employment law and working time regulations

Advanced Excel and database management skills

Job Type: Full-time

Work Location: In person