Customer Service Planner

Mitie was founded in 1987, Mitie is the UK’s leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices. Mitie has over 77,000 people, 100+ office locations, and thousands of customers across the country, there’s no limit to what you can achieve if you work for us.

**Roles and responsibilities**
- Responsible to plan jobs for success in timeframe directed by the demand lead
- Ensuring all Access is cleared, engineer with right skill set booked, spares required are noted
- Ensuring any risk to planning to timeline required is flagged to the Demand Lead
- Escalating for support where Access prevents success, ensuring any changes are completed to prevent failed engineer time
- Work closely with the OM for support on Engineer planning
- Work closely with the Demand Lead to keep all RW raised within SLA
- Work closely with the Demand Lead to keep all PPM delivered in month

**Main duties**
- Working hours are 40 hours a week between Monday to Friday between 7am to 7pm as required
- To complete all engineer work schedules
- Effective utilisation, efficiency and productivity of the field engineers
- High levels of communication with the Reactive team, Governance Compliance team
- Excellent forward planning.
- The effective planning and utilisation using standard times and scheduling tool to aid the completion of all PPMs within the month.
- Meeting and where possible exceeding all SLAs for Attendance and Completion for internal and external resource
- Regular communication with the, Reactive team, Governance Compliance team on issues with engineers and assistance in ensuring the plan is as optimal as possible.
- Communication with the Operations Manager on decisions regarding subcontracting and re-allocate accordingly to the subcontractors
- In addition to the duties and responsibilities outlined you may be required to perform other duties assigned and requested by the Line Manager
- To escalate outstanding jobs ensuring all tasks are mitigated where applicable.
- To oversee items produced in Maximo and Oracle, such as the quality of narrative and accuracy of information
- To provide support to the Management Team and Team Leader
- To ensure that the teams Purchase Orders are raised and approved to pay as soon as reasonably possible
- Internal Outage management

**Skills and behaviours**
- Reliable and ability to get on with others, with excellent verbal reasoning skills
- Experience of daily interaction and workload management of field engineers
- Co-ordination and Planning skills - excellent organisational skills and ability to prioritise workload with accuracy.
- Ability to communicate professionally and effectively, both verbally and in writing, within all levels of the business and to external parties.
- Customer Care - Capable of delivering results and meeting customer expectations
- Commercially aware with a clear focus on high quality and control of cost
- Self-motivated, tenacious and result-oriented with a positive outlook
- Calm under pressure
- Assertive

**Qualifications & Experience**
- Understanding of supply chain/basic planning process (order, production, delivery)
- Microsoft Intermediate Excel skills
- Knowledge of Maximo or similar CAFM system.
- Relevant experience in a Planning role using business in-house systems together with Microsoft packages
- A knowledge of the hard services and facilities management sectors is desirable
- Educated to A Level standard or equivalent business is desirable