Planner

ISS Facilities Services; Coleshill Heath; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading facility management company in the UK seeks a proactive Planner to manage engineering job scheduling effectively. This role requires strong communication skills, attention to detail, and the ability to handle multiple priorities. Ideal candidates will have customer service experience and good IT skills. Responsibilities include processing enquiries, managing job orders in CAFM systems like Maximo, and ensuring operations run smoothly to meet SLA deadlines. The position offers full-time hours with a rotating shift pattern.

Qualifications

• Experience in retail, hospitality, or call centre environments.
• Ability to manage fast-paced situations effectively.
• Strong written and verbal communication skills.

Responsibilities

• Handle client enquiries and helpdesk requests promptly.
• Allocate engineering jobs based on client issues.
• Raise and manage work orders in CAFM systems.

Skills

Strong customer service experience

Confident communicator

Good IT literacy

Problem-solving mindset

Attention to detail

Tools

Maximo

Job description

Planner

Contract: Key Account Network

Location: Birmingham, B37 7YN

Hours of work: 40

Contract Type: Permanent

We are seeking a highly organised and proactive Planner to join our team. This role is pivotal in ensuring that all engineering jobs are scheduled and prepared well ahead of SLA deadlines, maintaining a 72‑hour lookahead to keep operations running smoothly.

You will manage incoming enquiries, monitor shared mailboxes, and allocate jobs to engineers while keeping all records and CAFM systems, such as Maximo, accurate and up to date.

The successful candidate will have strong communication skills and the ability to build effective relationships with clients, engineers, subcontractors, and internal teams. You will provide timely updates, escalates issues when necessary, and deliver a professional helpdesk service at all times. This is a fast‑paced role that requires attention to detail, problem‑solving ability, and confidence in handling multiple priorities.

Working Hours

This position follows a rotating shift pattern between 07:00 and 19:00.

Typical shift patterns include:

• 07:00–15:00
• 08:00–16:00
• 09:00–17:00
• 11:00–19:00

Key Responsibilities

• Handle and process client enquiries and helpdesk requests promptly.
• Allocate engineering jobs and interpret client issues into FM actions.
• Monitor shared mailboxes and respond within agreed timescales.
• Raise and manage work orders in CAFM systems (e.g., Maximo).
• Schedule engineer and subcontractor attendance ahead of SLA deadlines.
• Maintain a 72‑hour lookahead to ensure jobs are booked and prepared in advance.
• Escalate delays or issues promptly to avoid breaches.
• Deliver a professional and articulate helpdesk service at all times.

Professional and Personal Competencies/Qualifications

• Strong customer service experience (retail, hospitality, call centre, or similar).
• Confident communicator with the ability to engage a wide range of stakeholders.
• Ability to think on your feet and manage fast‑paced situations effectively.
• Good IT literacy and confidence using computer systems.
• Strong written and verbal communication skills.
• Problem‑solving mindset and ability to interpret information quickly.
• Willingness to learn and adapt within an operational service environment.

The Company

ISS is a world‑leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.

Through a unique combination of intelligent solutions, high standards and people who care, we help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.

We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference.

ISS is proud to be a diverse and inclusive employer.

ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.

We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.

Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.

If you have any further queries regarding this role, please contact the Resourcing Team by emailing [e-mail]

Equal Opportunity Statement

ISS is an Equal Opportunity Employer. We embrace diversity and are committed to creating an inclusive workplace where everyone can thrive. All employment decisions are made without regard to race, colour, national origin, religion, gender, sexual orientation, gender identity, protected veteran status, age, disability, or any other protected status in accordance with applicable laws.