Why Prism Healthcare
We are providers of specialist moving, handling and bathing equipment for elderly, disabled and mobility disadvantaged clients in a range of care environments, from community care to schools, hospitals and care homes. Employing employing circa 700 colleagues, across various locations within the UK and Europe, we work with a variety of mobility equipment, including patient moving, handling, and bathing devices, committing to the ongoing safety and wellbeing of the people who use our equipment. Through our family of brands, we are best positioned to share our experience and expertise with every client and customer.
With over 30 years of experience in designing, developing, manufacturing, providing and installing bespoke mobility and care solutions, we have an established track record of working closely with carers and their clients across the UK. The Group has grown over the last year both organically and by acquisition, with a turnover of £100M.
Role Description
The Scheduling Team Leader is responsible for leading, developing and motivating a team of Schedulers to deliver exceptional operational performance, customer service and productivity. The role is accountable for ensuring the scheduling function consistently meets business objectives, contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) through effective leadership, coaching, workforce planning and performance management.
The successful candidate will create a high-performing, engaged team culture while driving continuous improvement across scheduling processes, resource utilisation and customer outcomes. Acting as the key link between the scheduling team and operational management, the Team Leader will ensure effective communication, proactive planning and timely resolution of operational challenges.
Essential Duties including but not limited to:
- Lead, inspire and develop a team of Schedulers to consistently achieve operational and customer service objectives.
- Foster a positive, accountable and high-performance culture built on teamwork, engagement and continuous improvement.
- Conduct regular team meetings, daily huddles and briefings to communicate priorities, business updates and performance expectations.
- Deliver structured monthly one-to-one meetings, performance reviews and personal development discussions.
- Provide ongoing coaching, mentoring and constructive feedback to improve individual and team performance.
- Identify development opportunities and create tailored improvement plans for team members.
- Recognise and reward strong performance while addressing underperformance promptly and professionally.
- Manage recruitment, onboarding, induction and training of new team members.
- Support succession planning by developing future talent within the team.
- Effectively manage disciplinary, capability, attendance and absence procedures in accordance with company policy.
- Promote employee wellbeing and maintain high levels of engagement and morale.
- Ensure the scheduling function consistently achieves agreed daily, weekly and monthly productivity targets.
- Monitor adherence to all KPIs, SLAs and quality standards.
- Lead effective workload planning to maximise engineer utilisation and customer satisfaction.
- Ensure jobs are scheduled efficiently using smart route planning and effective board management.
- Manage scheduling priorities to minimise delays and maximise first-time completion where possible.
- Proactively identify operational risks and implement corrective actions before service levels are impacted.
- Monitor scheduling accuracy and planning effectiveness to drive continuous operational improvement.
- Manage held jobs and outstanding work to minimise backlog and customer impact.
- Effectively control and manage overtime within agreed budgets.
- Ensure appropriate resource allocation to meet changing business demands.
- Monitor individual and team productivity using agreed performance metrics.
- Analyse operational data to identify trends, opportunities and performance gaps.
- Produce and distribute daily, weekly and monthly management reports.
- Monitor telephone statistics, productivity measures and scheduler performance.
- Review call quality and provide structured coaching to improve customer interactions.
- Ensure scheduling decisions support operational efficiency and contractual performance.
- Hold team members accountable for achieving agreed objectives while providing the support needed to succeed.
- Attend daily operational planning meetings with Regional Operations Managers, Operations Managers and Scheduling colleagues.
- Provide accurate updates on productivity, backlog, staffing levels and operational risks.
- Prepare operational data for monthly planning meetings.
- Build effective relationships across operational departments to ensure collaborative working.
- Act as the primary escalation point for scheduling issues and customer complaints.
- Work closely with operational leaders to improve planning, forecasting and resource utilisation.
- Champion exceptional customer service across the scheduling team.
- Ensure customer expectations are managed professionally throughout the scheduling process.
- Investigate complaints relating to scheduling and implement preventative actions.
- Drive continuous improvements that enhance customer satisfaction and operational efficiency.
- Ensure all scheduling activity complies with company policies, contractual obligations and quality standards.
- Identify opportunities to improve scheduling processes, systems and ways of working.
- Lead change initiatives within the scheduling team.
- Encourage innovation and the sharing of best practice.
- Support implementation of new systems, technologies and operational procedures.
- Promote a culture of accountability, learning and continuous improvement.
Personal Characteristics
- Inspirational leadership with the ability to motivate others.
- Strong accountability and ownership.
- High levels of professionalism and integrity.
- Excellent decision-making skills.
- A proactive, solutions-focused mindset.
- Confidence communicating with stakeholders at all levels.
- Resilience under pressure.
- Strong attention to detail.
- Commercial awareness.
- Commitment to continuous improvement.
- Positive attitude with a collaborative approach.
- Results-driven mentality with a focus on delivering exceptional customer outcomes.
Essential
- Previous experience leading or supervising an operational scheduling, planning or resource management team.
- Proven ability to motivate, coach and develop high-performing teams.
- Strong people management and leadership skills.
- Experience managing performance through KPIs, SLAs and operational metrics.
- Excellent organisational and planning skills with the ability to prioritise multiple competing demands.
- Calm, resilient and able to make effective decisions under pressure.
- Excellent communication skills, both written and verbal.
- Strong analytical skills with the ability to interpret operational data and produce meaningful reports.
- Proficient in Microsoft Office applications, particularly Microsoft Excel.
- Excellent customer service focus with strong problem-solving ability.
- Ability to build positive relationships across all levels of the organisation.
- Experience managing absence, disciplinary and performance processes.
- Flexible and adaptable approach to changing operational requirements.
- Good geographical knowledge and understanding of route optimisation.
Desirable
- Previous experience within a field service scheduling environment.
- Experience within the healthcare, patient handling or medical equipment sector.
- Experience using workforce management or scheduling software.
- Knowledge of continuous improvement methodologies.
- Understanding of resource planning and capacity management.
Key Performance Measures
Success within the role will be measured through:
- Achievement of team productivity targets.
- SLA and KPI compliance.
- Scheduling efficiency and engineer utilisation.
- Reduction in backlog and held jobs.
- Customer satisfaction and complaint resolution.
- Call quality scores.
- Team engagement and retention.
- Attendance and absence management.
- Budget control, including overtime.
- Individual development and progression of team members.
- Continuous improvement initiatives delivered.
Benefits:
- Company events
- Company pension
- Free flu jabs
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Sick pay
Work Location: In person
