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.
Key Responsibilities
Team Leadership
- 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.
Customer Service and Scheduling Operations
- 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.
Stakeholder Management
- 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.
Performance, Quality, and Data
- 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.
Process Improvement
- 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.
Systems and Process Support
- 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.
Training and Development
- 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.
Qualifications
Education and Experience
- 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.
Skills and Competencies
- 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.
Language Skills
- Nordic language skills preferred.
- Good English communication skills, written and spoken.
Success Measures
- 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.