Service Call Planner

Winterhalter Ltd.; Milton Keynes; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Contributory Pension

Life assurance

25 days annual leave plus bank hols

Employee Assistance Programme

Seasonal Flu Voucher

Staff Perks & Savings Scheme

On-site Parking

Job summary

Winterhalter Ltd. is seeking an experienced Service Call Planner for Knowlhill, Milton Keynes. The role supports the allocation of work for around 65 field-based technicians, with planners focusing on reactive and installation scheduling across the UK.

Key duties include meeting SLAs, coordinating with ROMs for a high First Time Fix rate, and updating calls promptly. The role requires strong communication, organisational skills, and knowledge of UK geography; hybrid working is offered after a

Qualifications

• Minimum 2 years experience in planning or scheduling.
• Strong written and spoken communication skills.
• Excellent knowledge of UK geography.
• Able to self-manage and stay organised under pressure.

Responsibilities

• Allocate for reactive and installation technicians to meet SLA of 80%
• Plan installations within 3 day SLA of 95%
• Liaise with ROMs to achieve First Time Fix of 90%
• Ensure calls requiring further work are updated promptly
• Plan with Techs/Spares/ROMs for return visits within 48 hours to SLA 90%
• Liaise with internal service support teams
• Provide internal/customer updates with accurate ETAs
• Manage aged calls

Skills

2+ years planning

Excellent communication

UK geography knowledge

Self-management

Tools

SAP

Job description

Winterhalter is seeking an experienced Service Call Planner to join our team, in Knowlhill, Milton Keynes, working within a team of Call Planners supporting the allocation of work for circa 65 field-based Service & Installation Technicians. The ideal candidate will have experience in planning for technicians operating within the M25 and central London.

Main Accountabilities

• Allocating for reactive and installation technicians to achieve SLA of 80%
• Planning installations within 3 day SLA of 95%
• Liaising with Regional Operations Managers (ROMs) to achieve FTF (First Time Fix) of 90%
• Ensuring calls requiring further work are checked and updated in a timely manner
• Planning with Techs/Spares/ROM’s for return visits within 48 hours to an SLA of 90%
• Liaising with internal colleagues within the other service support teams
• Providing internal/customer updates with accurate ETAs
• Management of aged calls

Essential skills, knowledge, and experience

• Ideally, a least 2 years experience in a planning and/or scheduling focused role
• Excellent written and oral communications skills
• Excellent geographical knowledge of the UK
• Self-manage with impeccable organisational skills

Desirable skills, knowledge, and experience

• Working knowledge of SAP
• Experience of the catering industry
• A B2B and/or SME background would prove a distinct advantage

Aptitude & Attitude

• Methodical and organised
• Able to manage time and work under pressure to tight deadlinesAble to manage the demands of numerous tasks
• Team player
• Excellent telephone manner, able to remain calm under pressure
• Self-motivated

Hours

37.5 hours per week
Monday to Friday: 08:30 - 17:00 + Weekend cover as required (on a rota)
Hybrid Working (3 days in office, 2 days from home) after 3 month probation period

Benefits include

• Contributory Pension
• Life assurance
• 25 days annual leave plus bank holidays
• Employee Assistance Programme
• Seasonal Flu Voucher
• Staff Perks & Savings Scheme
• On-site Parking

Winterhalter is an equal opportunities employer