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For Companies At a Glance
- Tasks: Maximise the efficiency of our field engineers and ensure customer satisfaction daily.
- Company: Baxi is a leading provider of heating solutions with over 150 years of innovation.
- Benefits: Enjoy flexible working hours, generous holiday, income protection, and staff discounts.
- Why this job: Be part of a dynamic team focused on customer service and operational excellence.
- Qualifications: Strong PC skills and experience with scheduling systems are essential; Baxi system knowledge is a plus.
- Other info: Work in a supportive environment that values diversity and empowers every employee.
The predicted salary is between 28800 - 43200 £ per year.
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.
- Identifying system failures and suggesting improvements to optimize planning.
- 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!
Resource Planner employer: BAXI
Contact Detail:
BAXI Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resource Planner
✨Tip Number 1
Familiarise yourself with scheduling systems and tools that are commonly used in resource planning. This will not only help you understand the role better but also demonstrate your proactive approach to potential employers.
✨Tip Number 2
Practice your communication skills, especially in handling difficult situations. Role-playing scenarios where you deal with dissatisfied customers can prepare you for the real challenges you'll face in this position.
✨Tip Number 3
Showcase your ability to multitask by discussing past experiences where you successfully managed multiple priorities. This is crucial for a Resource Planner, as you'll need to adapt quickly to changing demands.
✨Tip Number 4
Research Baxi's history and values, particularly their commitment to innovation and customer service. Being knowledgeable about the company will help you align your answers with their mission during any interviews.
We think you need these skills to ace Resource Planner
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in resource planning and scheduling systems. Emphasise your ability to handle customer queries and provide solutions, as these are key aspects of the role.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the position and the company. Mention specific examples of how you've successfully managed schedules or resolved customer issues in the past.
Highlight Relevant Skills: Clearly outline your strong PC skills, particularly with Windows, Word, and Excel. If you have experience with Baxi's internal systems, make sure to mention it, as this could give you an edge.
Showcase Your Problem-Solving Abilities: Provide examples in your application that demonstrate your solution-focused mindset and ability to stay calm under pressure. This will resonate well with the company's emphasis on excellent customer service.
How to prepare for a job interview at BAXI
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Resource Planner. Familiarise yourself with scheduling systems and how they optimise workforce utilisation, as this will be a key topic during your interview.
✨Showcase Your Communication Skills
Since the role involves professional communication with both internal teams and customers, prepare examples that demonstrate your ability to handle queries and resolve issues effectively. Highlight any experience you have in customer service.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills, especially in high-pressure situations. Think of scenarios where you've had to adapt quickly or manage multiple tasks, and be ready to discuss how you handled them.
✨Research Baxi and Its Values
Familiarise yourself with Baxi's history, values, and commitment to innovation in energy use. Showing that you align with their mission and values can set you apart from other candidates.
