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Resource Planner


Posted on Sep 2, 2021 by CV-Library

Saint Ives, Cambridgeshire, United Kingdom
Immediate Start
£23k - £27k Annual

Our client is an is an established and profitable UK platform business that connects customers whose homes are oil-heated, with suppliers of oil.  

We are looking for an influential, driven and pragmatic Resource Planner to run a new and growing field engineering. You will be employed in a fast-paced environment that encourages a dynamic approach, testing ideas and considered risk-taking.

In this role, you will…

Build close relationships with the field team

Optimally plan in jobs for engineers using our scheduling software looking for the best sequencing to ensure SLAs are met and engineer utilisation is maximised through reduced travel time

Ensures engineers meet their SLA targets for contacting customers and job completion across MBS and BJ servicing

Makes decisions when to outsource jobs to external engineers considering:

Internal capacity

Incoming demand

Preferred suppliers

External supplier capacity

Cost and quality

Contacts customers who MBS and BJ engineers are struggling to contact

Resolves day-to-day issues experienced by the engineers such as booking in van repairs, resolving fuel card issues…etc.

Contacts external engineers to expand network of external partners to improve capacity, cost and quality

Recommends ways to improve scheduling system and takes the lead on small-scale improvements

Defines customer communication plan eg. When to contact customers

Resolves customer complaints

Defines and help train Customer Services on how to deal with servicing customer scenarios for effective contact handling

Your success will be measured by…

Internal engineer utilisation >70% through improved travel time vs plan by March 2022

Cost per servicing job <£65 (combined internal and external cost) by December 2021

Cost per pro installation <£45

SLA performance

Customer NPS >70

You’ll definitely have…

Strong problem-solving mindset with an ability to think on your feet to resolve both customer and engineer issues to a logical and cost-effective solution

Experience in planning workload with an ability to prioritise work effectively

Data-led decision making and competent using Excel coupled with system productivity reports

Outstanding customer service skills

Managing to SLAs and performance targets

Nice to have…

Utilities-based experience

Presentation skills

Experience of using scheduling software

Reference: 214560806

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