Customer Services

Resource Planner

Ref: 463| Posted: 1st Jul 2022



WARWICK (Hybrid working) – FULL TIME - PERMANENT  

Are you looking for your next challenge? Baxi Heating is a leading provider of environmentally friendly and efficient heating solutions across a range of leading domestic and commercial brands. We have over 150 years of experience, pride ourselves on our values and strive for earning lifetime loyalty with our customers.

An exciting vacancy has arisen within our Baxi Customer Support team for a Resource Planner to join the team. Reporting directly to the Resource Planning Manager, the main purpose of this role is to 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. You 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. You will need to liaise with our Customers regarding Engineer visits and queries, providing resolutions and investigation with excellent customer service

As a Resource Planner, you will:

  • 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/respond to Teams’ chats from Engineers & Contact Centre TM within a timely manner
  • Respond to all Resource Planning mailboxes within a timely manner, Repair from Service should be within an hour.
  • Be proactive in Same Day planning to ensure the maximization of the Engineers’ shifts and supporting of Baxi’s service levels (BAI)
  • 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

Knowledge, Skills & Experience Required:

  • You will have experience within a similar role as a Planner or WorkForce Administrator.
  • You will need to be able to demonstrate knowledge and experience of Scheduling and Planning applications.
  • As a Resource Planner you will be a confident and a forward-thinking person, able to demonstrate previous experience within a Planning or WorkForce role.
  • Excellent PC skills, knowledge of Windows, Microsoft Word and Excel.

We offer a competitive salary alongside 25 days holiday per annum not including UK bank holidays. We also offer a contributory pension and sick pay schemes, staff discounts and more.

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

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.

Recruitment Agency Notice

We operate a strict Preferred Supplier List (PSL) for the provision of recruitment services.  Only agencies on our PSL may provide CVs via our online recruitment system.  We will not accept unsolicited CVs from suppliers not currently on our PSL. We explicitly reserve the right to add candidate details from unsolicited CVs from non-PSL agencies into our own candidate database and to pursue/hire such candidate(s) without any obligation, financial or otherwise, to the agency concerned.