Job Purpose: To assist with the control and co-ordination of operational delivery within Access Contracting Ltd, ensuring the schedule of work for a group of Engineers achieves the highest levels of customer service and engineer productivity. Involves both forward planning and reactive problem resolution on an ongoing basis, working closely with the Lead Labour controller and other departments to ensure the full business cycle from order to cash collection can be completed. Key Accountabilities (major end results the job is expected to achieve): Planning works nationally for a designated service on a rolling weekly basis, liaising with both clients and engineers. In practice, this involves working on both the present week and the following weeks to track progress and ensure the schedules are filled and works are completed on time. Providing exceptional customer service and building strong relationships with key contacts to retain existing and new business. Includes paying particular attention to key accounts ensuring exemplary service and reporting in line with their specific Service Level Agreements. Supporting the Engineers in the field ensuring they have the correct job information, equipment, stationary etc., acting as a point of liaison for them with the customer and relevant internal departments. Assisting with arranging travel and hotel accommodation for engineers working away from home. This involves raising Purchase Orders and checking expenditure is in line with the budget and the company’s expenses policy. Tracking work completion and the return of worksheets from Engineers, supplying full and accurate invoicing information to the Accounts team. Generating or providing various management reports (KPIs, invoicing, weekly and monthly business updates etc). Any other ad hoc tasks for the management team that help to maintain service and the division’s commercial/financial commitments. Job Context / Key Challenges: This role is a critical one within the division given the dual focus on providing the highest level of customer service and maintaining profitable schedules of work. The Labour Controller is responsible for the work schedule and forward planning which facilitates high levels of engineer productivity. Demand for Access Contracting Ltd services is high, so the environment is busy and the pace is fast. This role works within an agreed framework and structure but the Labour Controller plans using sales information, retained customer data, knowledge of the customer/engineer/geography etc. Role Dimensions: Supports up to 12 Engineers across the UK Schedules circa 1 to 4 jobs a day for each engineering team dependent upon business area and customer need No formal line management responsibility (i.e., inputs to but not responsible for employee recruitment and performance management) Person Profile (Qualifications, Knowledge, Skill and Experience): Relevant and broad experience as a Labour Controller, Planner, Scheduler or Operations Manager Relevant industry experience would be an advantage but not essential Exceptional people skills (strong communicator, service orientated, supportive and helpful to colleagues) Calm, resilient and flexible with experience in a fast-paced service environment Experienced user of e-mail and Microsoft Office, especially Excel Experience of operating at a hands-on level, but simultaneously being able to bring about improvement in the role Organisation Structure (place in the organisation): Reports to the Managing Director Works alongside the Lead Labour controller, the operations team, and the wider team.