Resource Planner

BAXI; Warwick; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in heating and hot water solutions is seeking an Operations Support - Resource Planner in Warwick. The successful candidate will coordinate field engineer schedules and ensure customer requirements are met. This full-time role offers opportunities for professional development in a dynamic environment focused on innovative energy solutions.

Benefits

Up to five weeks of holiday

Income protection

Pension

Staff discounts

Maternity/paternity leave

Qualifications

• Experienced with scheduling systems.
• Strong PC skills, especially Windows, Word, and Excel.
• Solution-focused and calm under pressure.

Responsibilities

• Planning the field workforce schedule using a system.
• Handling phone calls, emails, and chats.
• Monitoring jobs at risk of missing deadlines.

Skills

Problem Solving

Multitasking

Customer Service

Communication

PC Skills

Tools

Windows

Word

Excel

Job description

Operations Support - Resource Planner

Full-time Permanent

Location: Warwick

Candidate must be flexible to work 7:30am-7pm in rotating shifts. 1 in 3 Saturdays required.

About The Role

As an Operations Support - Resource Planner, you will be responsible for maximizing the utilization of the Baxi Customer Support Field Engineer Workforce daily. The role focuses on ensuring customer requirements are met in accordance with SLAs and commitments. You will be the first point of contact for Engineers, Field & Contact Centre Team Managers, providing support on jobs and assisting other areas of the business as needed.

Who will you be working with?

The Resource Planner reports to the Resource Planning Manager. The role requires professional and compassionate communication with internal and external customers, including handling dissatisfied queries and providing resolutions with excellent customer service.

What will you be doing?

Planning the field workforce schedule using a state-of-the-art system, with minimal manual input. You should be able to identify system failures and suggest improvements to optimize planning.

Daily Responsibilities

• Handling phone calls, emails, and chats promptly
• Communicating quickly with customers if commitments cannot be met
• Ordering parts to ensure engineers have what they need for scheduled visits
• Creating further visits, ordering parts, and updating customers
• Exporting engineer workloads to maximize utilization and minimize travel
• Supporting same-day planning to maximize engineer shifts and service levels
• Minimizing broken promises and improving response times
• Adapting to in-day challenges and resource demands
• Monitoring jobs at risk of missing deadlines and prioritizing work accordingly

About You

To succeed, you should be solution-focused, experienced with scheduling systems, confident, multitasker, and able to stay calm under pressure. Strong PC skills, especially Windows, Word, and Excel, are essential. Experience with internal Baxi systems is advantageous.

What We Offer

Our package includes a basic salary plus variable incentives, up to five weeks of holiday plus bank holidays, optional extra holidays, income protection, pension, maternity/paternity leave, staff discounts, and more. We value diversity, equity, and inclusion, fostering a workplace where everyone feels respected and empowered.

Why Work at Baxi UK and Ireland?

Baxi is a historic provider of heating and hot water solutions, with ambitions to innovate in energy use. We own trusted brands like Baxi, Main, Megaflo, Remeha, and others. With over 150 years of industry leadership, we are committed to evolution and making a lasting impact. Join us if you're passionate about change and growth!