Administrator

Operations Support - Resource Planner
Location: Warwick (Onsite)
Hours: Full-time, Permanent
Shifts: Rotating shifts between 7:30 AM - 7:00 PM, including 1 in 3 Saturdays

Are you a proactive and organized professional looking for a dynamic role? We're seeking an Operations Support - Resource Planner to maximize the utilization of our Customer Support Field Engineer Workforce.

Your primary focus will be ensuring customer service commitments are met in line with relevant SLAs, optimizing workforce schedules, and providing essential support to Engineers, Field Managers, and Contact Centre Team Managers. You will be a key part of our Service Operation, making teamwork, communication, and problem-solving essential to success.

Reporting to the Resource Planning Manager, you will communicate professionally with both internal and external stakeholders, helping resolve dissatisfied customer queries while maintaining excellent customer service standards.

As a Resource Planner, you will:

• Handle phone calls, emails, and chats efficiently.
• Manage workforce scheduling using advanced planning systems, ensuring minimal manual input.
• Identify and escalate system inefficiencies to optimize scheduling accuracy.
• Communicate quickly with customers when unforeseen issues arise.
• Order necessary parts to support engineers in resolving product failures.
• Schedule follow-up visits, coordinating parts from internal and external warehouses while keeping customers informed.
• Optimize engineer workloads, minimizing travel time and maximizing productivity.
• Support same-day planning, ensuring engineers can effectively respond to service needs.
• Minimize broken commitments while improving response times.
• Adapt to in-day challenges, ensuring optimal resource utilization.
• Conduct Jeopardy Management, prioritizing jobs at risk of missing commitments.

• Solution-focused mindset, with the ability to troubleshoot challenges efficiently.
• Proven experience with Scheduling and Planning applications/systems.
• Strong multitasking skills, with the ability to remain calm under pressure in a fast-paced environment.
• Excellent PC skills, including proficiency in Windows, Microsoft Word, and Excel.

• Previous experience working with internal Baxi systems.

We provide a competitive salary package, including a variable incentive. Our benefits include:

• Up to five weeks of annual leave, plus standard UK bank holidays.
• The option to purchase extra holidays.
• Income protection schemes.
• A contributory pension plan.
• Generous maternity, paternity, and sick pay schemes.
• Staff discounts and more!

Ready to take on this exciting opportunity? Apply now and become a key part of our Operations Support Team!