Resource Planner

Baxi Heating UK Limited; Warwick; On-site; GBP 28,000 - 40,000; Full time

Benefits offered by this job

Up to 25 days holiday plus option to买

Pension scheme

Income protection

Staff discounts

Job summary

BDR Thermea Group is seeking an Operations Support - Resource Planner in Warwick on a 12-month fixed term contract (40 hours/week). The role focuses on maximizing the utilisation of the Field Engineer workforce to meet SLAs and deliver premium customer experience.

You will liaise with Field & Contact Centre managers to support on jobs and ensure timely, effective resolutions. The ideal candidate will have scheduling/planning experience, strong problem-solving skills, and excellent PC proficiency

Qualifications

• Scheduling and planning experience with applications/systems.
• Solution-focused with a can-do attitude.
• Ability to multitask while remaining calm in a fast-paced environment.
• Ownership mindset to recommend improvements and new ways of working.
• Excellent PC skills including Windows, Word and Excel.

Responsibilities

• Proactively plan to maximise engineers' shifts and service levels.
• Export workloads to maximise utilisation and minimise travel.
• Create additional visits and order parts while keeping customers updated.
• Collaborate with Field Team Managers to ensure efficient workloads.
• Ensure engineers have what is needed to resolve product failures on visits.
• Support with minimal broken promises and faster response times on visits.
• Make timely decisions to deliver premium customer experience.
• Handle all types of communications promptly.
• Adapt to in-day challenges and optimise resource utilisation.
• Monitor jeopardy of jobs and prioritise work to meet commitments.

Skills

Scheduling & planning

Multitasking under pressure

Problem solving

Can-do attitude

Ownership of improvements

Tools

Windows

Microsoft Word

Microsoft Excel

Job description

Field Engineer Planner Contract: 12 months fixed term contract - 40hrs p/w Location: Warwick Shift Pattern: Shift patterns scheduled in advance rotating over the following shifts: Mon-Fri, 07:30-16:30 Mon-Fri, 08:00-17:00 Mon-Fri, 09:00-18:00 Saturdays 08:30-14:00 (1 in 3) On weeks working Saturdays, shifts will be adjusted to meet 40hrs. Candidates will need to be flexible to work in the above rotating shifts. During seasonal periods shift patterns can change however you would be informed in advance of this

About the role:

Capable of bringing the right decision at the right time to ensure premium customer experience is delivered. As an Operations Support - Resource Planner you will be responsible for maximising the utilisation of the Baxi Customer Support Field Engineer Workforce daily. The focus of the role is to ensure that we attend to our customers’ requirements in accordance with relevant SLAs and adhere to commitments that are made. The team is integral to the Service Operation, therefore having the ability to work as part of a wider team is crucial. You will be the first point of contact to our Engineers, Field & Contact Centre Team Managers for support on jobs and provide support for other areas of the business where required.

Who will you be working with?

The Field Engineer Planner will report into the Resource Planning Manager. The role requires the ability to communicate professionally and compassionately with both internal and external customers. There is a need to be able to deal with dissatisfied customer queries, providing resolutions and investigation with excellent customer service due to circumstances that may arise.

What will you be doing?

• Be proactive in Same Day planning to ensure the maximization of the Engineers’ shifts and supporting of Baxi’s service levels for VIP customers.
• Export Engineer workloads to ensure high utilisation and minimal travel where possible.
• Create Further Visits, ordering parts from internal and external warehouses (highlighting elevated costs where required), whilst keeping the customer always updated.
• Work with Field Team Managers to ensure engineers workload is efficient and accurate to support first time fix.
• Ordering of parts to ensure a engineers have what is required to resolve the product failure on the scheduled visit.
• Strive to support the business with minimum broken promises and an improved response time on the visit.
• Capable of bringing the right decision at the right time to ensure premium customer experience is delivered.
• Handling all types of communication in a timely manner.
• Communicate with customers as quickly as practicably possible should a situation arise where we are unable to adhere to the commitment already made.
• Adapting to in-day challenges and ensuring optimal utilisation of resources available both in high and low demand periods.
• Jeopardy Management by ensuring that we monitor jobs that are falling into jeopardy of being completed and prioritising work across the area to ensure we meet all our agreed commitments.

About you:

• You will need to be able to demonstrate knowledge and experience of Scheduling and Planning applications/systems.
• The role requires someone to be solution focused to any issues that arise.
• You demonstrate everyday a can do attitude and a willingness to support any task or person in need.
• You are a complete finisher in all your responsibilities and stay focused on the end goal/company strategy.
• As a Resource Planner you will be a confident and a forward-thinking person with the ability to multitask whilst our calm under pressure in this fast-paced environment.
• As a Resource Planner you will take ownership of recommending improvements and finding new ways of working within your team.
• Excellent PC skills, knowledge of Windows, Microsoft Word and Excel.

What we offer:

• Our package is made up of basic salary plus a variable incentive.
• We offer up to 25 days holidays in addition to the standard UK bank holidays, and we also offer the option to buy extra holidays, income protection, a contributory pension, maternity, paternity sick pay schemes, staff discounts and more.

At BDR Thermea Group, we believe that diversity, equity, and inclusion (DE&I) are critical to our success. We are committed to creating a workplace where every potential future employee feels valued, respected, and empowered to bring their whole selves to work.

Please check out our DE&I policy on our website to find out more.

At BDR Thermea Group, we don't just talk about making a difference - we live it every day.

As a member of our team, you will be part of a company that is leading the way in the global energy transition, shaping the future of sustainable heating and hot water systems.

You will have the opportunity to work alongside passionate colleagues who share our core values: One Team, Sustainable Future and Customer Focus and commitment to making a positive impact on the world.

We believe that our employees are our greatest asset, and we are committed to supporting your growth, development, and well‑being.

As a possible future employee, you can expect to be part of a purpose‑driven environment that encourages creativity, innovation, and collaboration.

Take the first step towards your exciting career with BDR Thermea Group and join us on our journey towards a sustainable future.