Deputy Scheduling Manager

Job Summary

NQA is hiring a Deputy Scheduling Manager to support the Scheduling Manager in the effective leadership and delivery of the Scheduling function. In this role, you’ll help drive the team to deliver strong operational performance and customer service, while jointly owning new work scheduling and the successful onboarding of new clients. This is a hybrid role, with 3-4 days in the office each week.

About the role

• Jointly own New Work scheduling, ensuring new clients are onboarded efficiently, audits are scheduled within agreed timescales and proactive communication is maintained throughout the process.

• Work collaboratively with Sales, Field Operations and other stakeholders to resolve resource, capacity, competency and scheduling challenges.

• Deputise for the Scheduling Manager when required and provide day-to-day leadership to the Scheduling Team, including coaching, workload management, training and development.

• Monitor and report on Scheduling performance and agreed KPIs, identifying trends, risks and opportunities for improvement.

• Take ownership of escalated enquiries, working with key stakeholders to achieve timely resolutions and a positive client experience.

• Support client relationships, including appropriate follow-up following complaints or dissatisfaction.

• Identify and implement improvements to Scheduling processes, systems and ways of working.

• Support team engagement, capability and resilience through coaching, cross-training and knowledge sharing.

Do you have what it takes?

• Relevant experience in scheduling, resource planning, operations, or a customer-focused environment.

• Excellent planning and organisational skills, with the ability to prioritise workload and meet deadlines.

• Strong customer service and problem-solving skills, including experience managing challenging or escalated enquiries.

• Excellent communication and interpersonal skills, with the ability to build effective relationships with clients and internal stakeholders.

• Ability to work independently, use initiative and make appropriate operational decisions.

• Ability to support, coach and positively influence colleagues.

• Ability to understand an interpret operational performance data and identify trends, risks and opportunities for improvement.

• Strong IT skills, including Microsoft Office and experience using scheduling systems or databases.

What can you expect from us in return?

This is an internal job vacancy, the closing date for this advert is 5pm, Thursday 10th September

• Competitive Salary - salary details on request
• 35 hours per week - Monday to Friday, hybrid working pattern (3-4 days per week in the office)
• Generous Annual Leave – Starting at 25 days plus Bank Holidays, increased entitlement with length of service
• Private Medical Insurance
• Enhanced Family Leave – Enhanced maternity, adoption, and shared parental leave with 6 months full pay, plus 3 weeks full pay for paternity leave
• Long service rewards
• Salary Reviews
• Enhanced Pension Contributions
• Life Assurance – 4x your annual salary
• Cycle Loan Scheme
• Electric Power Point Loan
• Free eye tests and contribution towards glasses
• Welcome Pack – Filled with company-branded goodies to kickstart your journey with us

At Kiwa, we deliver results driven by our core values: Ambitious, Reliable, and Engaged the principles that guide how we work with colleagues, customers, and everyone we encounter. We are committed to fostering personal development, encouraging you to be ambitious, explore new ideas, and contribute to making the world a safer, more sustainable place. Here, you’ll thrive in a dynamic environment with ample opportunities for growth and self-development.

As an equal opportunity employer, Kiwa celebrates diversity and is dedicated to building an inclusive, supportive workplace. We embrace flexibility in hiring talented individuals from all backgrounds globally, ensuring a work environment free from prejudice, discrimination, and intimidation. Inclusivity and equality are core to who we are, and we uphold these values without exception.

If you have any questions about this role and would like to speak a member of the Talent Team, please e-mail us at [email protected].