Resource Planner

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. You should be able to identify system failures and suggest improvements to optimize planning. Daily Responsibilities 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! #J-18808-Ljbffr