Operational Real Time Support Planner

Yu Smart; Leicester; On-site; GBP 25,000 - 26,000; Full time

Job summary

A leading service provider in Leicester is seeking an Operational Real Time Support Planner to manage field operations efficiently. The ideal candidate should possess strong communication skills and thrive in a fast-paced environment. Responsibilities include troubleshooting live job issues and liaising with customers. Benefits include generous leave, company sick pay, and more. This position does not sponsor work visas, so candidates must have the right to work in the UK.

Benefits

24 days annual leave + bank holidays

Holiday buy-up to 5 additional days

Day off on your birthday

Employee Assistance Programme

Learning and development opportunities

Qualifications

• Experience in a fast-paced scheduling or field operations role.
• Ability to troubleshoot live job issues effectively.
• Collaboration skills for working with internal teams and external stakeholders.

Responsibilities

• Work closely with field engineers to troubleshoot live job issues.
• Liaise with customers to communicate changes to scheduled appointments.
• Monitor jobs at risk due to changes in engineer availability.

Skills

Strong communication and customer service skills

Proven experience in scheduling or contact centre role

Confident decision-making

Ability to remain calm under pressure

Tech-savvy

Job description

Department: YUS - 1010 - Operations Support

Location: Leicester

Compensation: £25,000 - £25,570 / year

Description

Reports to: Customer Services & Intraday Manager

Location: Leicester LE3 5BZ

Working hours: 37.5 hours per week

Shift pattern: Rotating shifts between 6am–6pm, Monday to Sunday. Some weekend working required on a rota basis. Shifts between 6am–8am paid at £15 per hour (subject to Tax and NI). Shifts between 4:30pm–6:30pm paid at £15 per hour (subject to Tax and NI).

Salary: £25,000 - £25,570 per annum

As an Operational Real Time Support Planner at Yü Smart, you’ll play a critical role in the real-time success of our field operations. Working closely with engineers and stakeholders across the business, you’ll ensure that every installation, visit, or warrant is supported and delivered efficiently.

This fast-paced, hands-on role is perfect for someone who thrives under pressure, enjoys problem-solving, and is passionate about driving great outcomes for both customers and the business.

Passionate and motivated people are the power behind our growth so we’re looking to expand our team and you could be part of our success story.

What We Need From Yü

Here’s a taste of what you’ll be doing:

• Work closely with field engineers throughout the day to troubleshoot live job issues, booking conflicts, and scheduling challenges.
• Monitor and manage jobs at risk (“in jeopardy”) due to changes in engineer availability.
• Liaise with customers to communicate changes to scheduled appointments and manage expectations.
• Collaborate with internal teams and external stakeholders to ensure smooth completion of installations, investigations, and warrant-related work.
• Provide live support during warrant activity and proactively escalate any barriers to completion.
• Identify and respond to operational pinch points to drive positive, real-time job outcomes.

About Yü

If you have what it takes you could be just what we’re looking for…

• Proven experience in a fast-paced scheduling, field operations, or contact centre role
• Strong communication and customer service skills
• Confident decision-making and the ability to remain calm under pressure
• A natural collaborator who can influence and support both internal teams and external contractors
• Tech-savvy with the ability to quickly learn internal systems and tools

Desirable:

• Experience of the Utilities industry would be beneficial but is not essential.

Yü Come First

We have a wide range of benefits for our employees including:

• 24 days annual leave + bank holidays
• Holiday buy-up to 5 additional days
• Day off on your birthday
• Employee Assistance Programme
• Annual salary review
• Learning and development opportunities
• Enhanced paternity, maternity, and adoption policies
• Yü made a difference Awards
• 3 days additional annual leave if you get married/civil partnership etc.
• Appointment allowance
• Long service recognition
• Refer a friend payment
• Company sick pay (subject to length of service)
• New modern facilities
• Death in service and critical illness cover
• Plus, many more

This position does not fulfil the UK Visas & Immigration sponsorship criteria for Skilled Worker, therefore we can only accept applications from candidates who already have an indefinite right to work in the UK.

If you need any reasonable adjustments to help you apply for a role, please let us know and we will see what we can do.