Resource Planner
Full-time – Permanent
Warwick (Hybrid)
About the role:
As a Resource Planner, you will be responsible for maximizing the utilization of the Engineer & Contact Centre resources on a daily basis. This includes setting up and ordering parts for further visits when required, as well as making amendments to the skills within the telephone systems.
Who will you be working with?
Your key contacts will be the Senior Management Team, Field Managers, Contact Centre Team Leaders, Logistics department, Stock Control, and Customer Relations.
What will you be doing?
You will be the first point of call for our Engineers & Contact Centre Team Leaders for support on jobs and provide assistance for other areas of the business where required.
You will need to liaise with our Customers regarding Engineer visits and queries, providing resolutions and investigations with excellent customer service.
On a daily basis, you’ll be responsible for:
1. Exporting Engineer workloads to ensure high utilization and minimal travel where possible.
2. Planning Further Visits within a 3-day timescale while keeping the customer informed of any issues.
3. Organizing Appliance Changes, with a view of starting the process the same day if requests are received by 4pm – keep the customer informed and measure volume, where each Appliance Change is in the process and costs.
4. Answering calls from Engineers & Contact Centre within a timely manner.
5. Responding to all Resource Planning mailboxes within a timely manner; RfS should be within an hour.
6. Being proactive in Same Day planning to ensure the maximization of the Engineers’ shifts and supporting Baxi’s service levels (BAI).
7. Striving to support the business with minimum broken promises and an improved response time on the visit.
8. Updating Workforce Management and other relevant databases in an accurate and timely manner.
9. Adapting to in-day challenges and ensuring optimal utilization of resources available both in high and low demand periods.
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:
1. Be able to multi-task and work well as an individual as well as part of a team.
2. React to the fast-paced environment that we operate in, including the ability to think on the spot.
3. Have experience in a customer-focused background, which is desirable.
What we offer:
Our package is made up of a basic salary plus a variable incentive. We also offer 25 days holiday in addition to standard UK Bank holidays, income protection, a contributory pension, maternity, paternity sick pay schemes, staff discounts and more.
At BDR Thermea Group, we believe that diversity, equity, and inclusion (DE&I) are critical to our success. We are committed to creating a workplace where every potential future employee feels valued, respected, and empowered to bring their whole selves to work. Please check out our DE&I policy on our website to find out more.
What’s it like to work at Baxi UK and Ireland?
Baxi is a heritage heating and hot water solutions provider with big ambitions to change the way we think about and use energy. We’re focused on driving the conversations and spearheading the change that will enable us to make this happen. We have some of the best-known and trusted heating and hot water brands for residential and commercial customers including Baxi, Main, Megaflo, Remeha, Andrews Water Heaters, Potterton Commercial, Heatrae Sadia, and Packaged Plant Solutions.
Our UK & Ireland business has led engineering breakthroughs and successfully adapted to be a leader in our industry for over 150 years.
Our established foothold in the heating manufacturing market with a well-respected product portfolio and an amazing army of people puts us in a position to lead the way for change and make a lasting mark on the industry.
Do you have a passion and appetite for evolution? Come and join us!
#J-18808-Ljbffr