Administrator

Operations Support - Resource Planner

Full-time - PermanentWarwick

1 in 3 Saturdays

Candidate will need to be flexible to work 7:30am-7pm in rotating shifts

About the role:

As an Operations Support - Resource Planner you will be responsible for maximising the utilisation of the Baxi Customer Support Field Engineer Workforce daily.

The focus of the role is to ensure that we attend to our customers' requirements in accordance with relevant SLAs and adhere to commitments that are made.

The team is integral to the Service Operation, therefore having the ability to work as part of a wider team is crucial. You will be the first point of contact to our Engineers, Field & Contact Centre Team Managers for support on jobs and provide support for other areas of the business where required.

Who will you be working with?

The Resource Planner will report into the Resource Planning Manager. The role requires the ability to communicate professionally and compassionately with both internal and external customers. There is a need to be able to deal with dissatisfied customer queries, providing resolutions and investigation with excellent customer service due to circumstances that may arise.

What will you be doing?

Planning the field workforce schedule is done using a state-of-the-art system. Therefore, manual input should be minimal. To ensure the system works optimally it is key to be able t0 articulate if the system is failing to plan correctly in certain situations to ensure the system can be adapted accordingly.

On a daily basis you'll be responsible for:

• Handling phone calls in a timely manner

• Handling emails/chats in a timely manner
• Communicate with customers as quickly as practicably possible should a situation arise where we are unable to adhere to the commitment already made.
• Ordering of parts to ensure a engineers have what is required to resolve the product failure on the scheduled visit.
• Create Further Visits, ordering parts from internal and external warehouses (highlighting elevated costs where required), whilst keeping the customer always updated.
• Export Engineer workloads to ensure high utilisation and minimal travel where possible.
• Be proactive in Same Day planning to ensure the maximization of the Engineers' shifts and supporting of Baxi's service levels (BAI)
• Strive to support the business with minimum broken promises and an improved response time on the visit.
• Adapting to in-day challenges and ensuring optimal utilisation of resources available both in high and low demand periods.
• Jeopardy Management by ensuring that we monitor jobs that are falling into jeopardy of being completed and prioritising work across the area to ensure we meet all our agreed commitments.

About you:

We want to make sure you're set up for success in our mission. To be successful in your application you'll need to:

• The role requires someone to be solution focused to any issues that arise
• You will need to be able to demonstrate knowledge and experience of Scheduling and Planning applications/systems.
• As a Resource Planner you will be a confident and a forward-thinking person with the ability to multitask whilst staying calm under pressure in this fast-paced environment.
• Excellent PC skills, knowledge of Windows, Microsoft Word and Excel.
• Internal Baxi systems experience would be advantageous.

What we offer:

Our package is made up of basic salary plus a variable incentive. We offer up to five working weeks holidays in addition to the standard UK bank holidays, and we also offer the option to buy extra holidays, income protection, a contributory pension, maternity, paternity sick pay schemes, staff discounts and more.