Customer Services

Resource Planner

Ref: 244| Posted: 22nd Nov 2020

Resource Planner – Baxi Customer Support

Warwick, Full Time



A fantastic opportunity has arisen within the Aftersales department at Warwick for an Resource Planner to join the team.


Reporting to the Planning Manager, the successful candidate 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 amendment to the skills within the telephony systems.

The successful candidate will be a first point of call to our Engineers & Contact Centre Team Leaders for support on jobs and also provide support for other areas of the business where required.

Resource Planner, in more detail:


  • Export Engineer workloads to ensure high utilisation and minimal travel where possible.
  • Plan Further Visits within a 3 day timescale whilst keeping the customer informed of any issues
  • Organise Appliance Changes, with a view of starting the process the same day if requests received by 4pm – keep the customer informed and measure volume, where each Appliance Change is in the process and costs
  • Answer calls from Engineers & Contact Centre within a timely manner
  • Respond to all Resource Planning mailboxes within a timely manner, RfS should be within an hour.
  • Strive to support the business with minimum broken promises and an improved response time on the visit.
  • Being able to articulate reasoning for telephony forecast & scheduling variances and recommend changes to enhance accuracy
  • Updating Workforce Management and other relevant databases in an accurate and timely manner.
  • Adapting to in-day challenges and ensuring optimal utilisation of resources available both in high and low demand periods.



Ideal knowledge, skills and experience required:

  • Good interpersonal skills
  • Good computer skills, including knowledge of: Windows, Microsoft Word and Excel
  • Experience within a similar role as a Planner or Workforce Administrator.
  • Ability to demonstrate knowledge and experience of Scheduling and Planning applications.
  • Internal Baxi systems experience would be advantageous

Does this sound like you? Then we would love to hear from you!


Please submit your application via the following link: 


Closing Date: Friday 4th December 2020