Scheduling Team Supervisor

The Customer Care & Scheduling role is responsible for coordinating customer care and scheduling activities across the UK Ireland and the Nordics. The role ensures effective timely and customer-focused support with strong attention to service quality process compliance data accuracy and continuous improvement.

This position supports day-to-day operational activity workload planning and resource coordination and works closely with internal stakeholders including Field Service Sales Finance Logistics Warehouse Technical Support Regulatory Quality Systems internal teams in GBS and other business partners to support efficient and compliant operations.

• Provide day-to-day operational leadership and guidance to the team.
• Coach develop and support team members to achieve individual and team performance objectives.
• Monitor workload distribution and resource planning to ensure efficient customer support and scheduling execution.
• Foster a customer-focused collaborative and high-performance team culture.

• Ensure timely and accurate handling of customer inquiries requests orders complaints and scheduling activities.
• Monitor open work service risks and escalations taking action to protect customer commitments.
• Coordinate scheduling priorities service timing and workload balancing across the region.
• Escalate critical customer issues when appropriate and ensure timely resolution.

• Communicate cross-functionally with internal stakeholders to support service delivery and operational alignment.
• Provide guidance to Sales and other business partners on scheduling feasibility service timing and customer impact.
• Support internal and external customer needs through effective coordination and communication.
• Maintain clear follow-up on actions issues and agreed next steps.

• Monitor and review key performance metrics for customer care and scheduling activities.
• Take ownership of quality accuracy and consistency across processes and data.
• Support local quality management processes and ensure compliance with company policies procedures and regulatory requirements.
• Oversee the accuracy and integrity of customer-related and scheduling data in ERP and CRM systems.

• Identify and drive opportunities to improve systems processes tools and ways of working.
• Support local and regional initiatives affecting customer care scheduling and service delivery.
• Implement practical improvements that increase efficiency accuracy and customer experience.
• Promote standard work process clarity and continuous improvement across the team.

• Act as local lead for Customer Care systems and processes including C4S.
• Support the local implementation and continuous improvement of C4S processes and related workflows.
• Coordinate with relevant process and system owners on process updates releases and improvements.
• Ensure correct and consistent application of customer care and scheduling processes.

• Train coach and develop team members to build capability consistency and confidence.
• Conduct regular 1:1s development discussions and performance reviews.
• Support onboarding and ongoing competence building.
• Support change management and adoption of new processes tools and ways of working.

• Secondary education or equivalent experience with demonstrated supervisory and operational planning experience.
• Further relevant qualification desirable.
• Minimum 3 years of team leadership experience.
• Experience in customer care customer service order management or scheduling preferred.

• Strong people leadership and coaching skills.
• Excellent stakeholder communication and collaboration.
• Strong planning prioritisation and problem-solving ability.
• Customer-focused mindset.
• Strong attention to detail and data accuracy.
• Ability to manage pressure and changing priorities.
• Continuous improvement mindset.
• Confidence working across systems and operational processes.
• Good knowledge of ERP/CRM systems such as SAP and C4S or similar.

• Nordic language skills preferred.
• Good English communication skills written and spoken.

• Team delivers reliable customer care and scheduling support across all countries in scope.
• Key metrics and service commitments are consistently met.
• Scheduling and customer care data is accurate and maintained to a high standard.
• Customers and stakeholders receive timely clear and professional support.
• Team capability and performance improve over time.
• Process improvements lead to better efficiency quality and customer experience.