Reactive Planner

ISS Facilities Services; Addlestone; On-site; GBP 28,000 - 42,000; Full time

Job summary

ISS Facilities Services is seeking a Reactive Planner in Addlestone to coordinate reactive and planned maintenance calls, translating client requirements into actionable tasks. This on-site, full-time role focuses on efficient task management and strong customer service.

You will use Tririga for work orders, issue Coupa PO requests, and coordinate engineers and subcontractors while maintaining safety and quality standards.

Qualifications

• Experience in customer service, admin or contact centre.
• Proficient with Microsoft Office.
• Team-oriented with strong planning and scheduling.
• Ability to analyse data and report on it.
• Knowledge of health and safety and statutory compliance.

Responsibilities

• Coordinate reactive and PMC tasks from clients.
• Manage work orders in Tririga and progress them.
• Raise purchase orders in Coupa following approvals.
• Prepare and issue quotes to subcontractors and arrange site visits.
• Monitor queues, triage billable/non-billable work.
• Liaise daily with engineers/subcontractors to track progress.
• Upload completion and compliance docs into Tririga and support reporting.

Skills

Customer service

MS Office

Teamwork

Organisational skills

Data analysis

Health & safety awareness

Tools

Tririga

Coupa

Job description

Reactive Planner

Company: ISS Facilities Services

Hours: Full-time

Location: Addlestone

Working pattern: On-site

Job type: Permanent

Posting date: 15 Oct 2026

Closing date: 14 Nov 2026

We are seeking a Reactive Planner to be responsible for the coordination of reactive and planned maintenance (PMC) calls received from clients, ensuring the accurate translation of contractual and operational requirements into effective actions.

Job Description

The successful candidate will support the efficient delivery of reactive and PMC works, manage task queues, coordinate engineers and subcontractors, and maintain high levels of customer service while working within established company processes and procedures.

Key Responsibilities

• Coordinate reactive and PMC tasks received from internal colleagues and customers.
• Receive and manage work orders in Tririga, ensuring timely progression and completion.
• Identify the most appropriate solution to client requests in line with contractual processes.
• Raise purchase orders in Coupa, following the required approval process for subcontractor works.
• Prepare and issue quotation requests to subcontractors and coordinate site visits.
• Actively manage task queues, carry out task management activities, and triage billable and non-billable work.
• Assign PMC work orders to engineers or subcontractors and liaise daily with engineering teams to monitor progress.
• Obtain, monitor and upload completion, compliance and remedial work documentation into Tririga, while supporting reporting, escalation processes and customer issue resolution.

Professional and Personal Competencies/Qualifications

• Previous experience in a customer service, contact centre or administrative role.
• Proficient in Microsoft Office programmes.
• Experience working collaboratively within a team to achieve organisational goals.
• Strong organisational and planning skills with the ability to schedule and coordinate activities effectively.
• Ability to understand and analyse statistical data.
• Understanding of the importance of escalating health and safety issues relating to statutory compliance.

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, to 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.

#Becomewhoyouwant, #Bepartofsomethingbigger, #facilitiesmanagement

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 proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers.

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.

About Disability Confident. Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.

Proud member of the Disability Confident employer scheme