Reactive Planner

Iss; South Nutfield; On-site; GBP 25,000 - 35,000; Full time

Job summary

ISS is seeking a proactive administrator to support reactive and PMC works, manage task queues, coordinate engineers and subcontractors, and maintain high levels of customer service within established processes. You will receive and manage work orders in Tririga, raise purchase orders in Coupa, issue quotation requests, and triage billable vs non-billable work while reporting on progress.

The role requires strong organizational skills, effective communication, and the ability to work

Qualifications

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

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.

Skills

Customer service

Call handling

Microsoft Office

Communication

Teamwork

Organisation

Data analysis

Health and safety awareness

Tools

Tririga

Coupa

Microsoft Office

Job description

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.
• Call handling experience.
• Proficient in Microsoft Office programmes.
• Excellent communication skills.
• 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,

#aplacetobeyou,

#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.