What you will do
The Planner provides support to the branch Installation Teams to ensure full utilisation of engineers through planning, scheduling & tracking of customer appointments. Working with the 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 aim for a high level of customer service
How you will do it
*Fully utilisation of the IPT system for planning & tracking purposes
*Manage all inbound and outbound telephone activity, providing cover for all areas within the UK.
*Maximise engineer productivity through optimising the utilisation of available resource, ensuring diaries are fully booked and correct hours are assigned for all work, including sub contract labour
*Maximise 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 with a view to 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
*Candidate should have a good level of basic education, ideally to "A" level
*Experience gained working within a customer focused environment