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.

**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

Measure of success
- All PPM planned in timeframe
- All RW completed within SLA
- Checking tools CRM data to prevent any previous challenges reoccurring
- Challenges that arise on the day are addressed to enable delivery
- Working ahead to check planned sites, preventing failure

Main duties
- Working hours are 20 hours a week to be covered over a 7-day period, the shift pattern will be discussed.
- 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

**Qualifications**

Skills & 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

**Additional information**
- Health and Safety responsibilities- Follow Group and company policies and procedures at all times;
- Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
- Use all work equipment and personal PPE properly and in accordance with training received;
- Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;
Information Security- Ensure compliance with Mitie's information security procedures in all activities;
- Proactively identify and report security risks to your manager;
- Report actual and suspected security incidents;
Note
- This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's rol