The Resource Planning Team supports the branch Installation Teams to enable the carrying out of installation work in relation to security services. It is the main interface between the customer and the engineer on daily activities & risk situations, and is control point for planning & scheduling of work.
The Planner provides support to the various Teams to ensure full utilisation of engineers through planning, scheduling & tracking of customer appointments. Working with Field Line Managers (FLM's) to ensure any risk situations are resolved, ensuring customer appointments go ahead as planned, with the risk of no-shows kept to a minimum. This is achieved by maintaining contact with our customers and engineers (both internal & external) to seek for a high level of customer service.
How you will do it
*Fully utilisation of the Installation Planning System for planning & tracking purposes
*Handle all inbound and outbound telephone activity, providing cover for all areas within the UK.
*Improve engineer efficiency through optimising the utilisation of available resource, ensuring diaries are fully booked and accurate hours are assigned for all work, including sub contract labour
*Improve resource utilisation, direct and sub contractor labour where available, with a view to minimising downtime/lead times
*Ensure the material ordering in a timely manner for customer visits, liaising with third party providers to ensure lead times are understood and agreed with the customer
*Support in-field activities which the Planner can impact, such as providing job details to engineers for work the next day, payment for up sales on the day, scheduling return visits as required.
*Early warning of likely service level deterioration & escalate to Team Leader/Supervisor
*Ensure that any non-standard activity and costs are approved prior to taking action.
*Timely call to customer to advise of any engineer unavailability and if required rescheduling
*Utilise and monitor available systems to track job status and ensure that job records are kept up to date
*To liaise with FLM's on any planning & risk situations which impact their engineers
*Action requests from the FLM's within the Planner's remit
*Escalate any concerns regarding resource/lead times/behaviours to Supervisor/Team Leader
What we look for
*Experience gained working within a customer focused environment
*Problem solving in the course of day-to-day activity
*Influential communicator & good relationship building
*Analytical thinking & decision making
*Planning & Prioritising
*Able to work on own initiative
*Handle difficult situations
*Resolve customer escalations
*Escalate issues to management
*A level education
*Previous scheduling experience
If you are successful we can offer you a company culture that promotes work life balance, a dedication to continued learning and development, access to mental health support, a phenomenal benefits package which includes a competitive salary, pension, life assurance, employee assistance program, employee referral scheme, discount on Johnson Controls security products including ADT Smart Home plus voluntary schemes for childcare vouchers, cycle to work, eye care vouchers and holiday purchase!