Planner
Contract: Key Account Network
Location: Birmingham, B37 7YN
Hours of work: 40
Contract Type: Fixed Term Contract – 6 months
We are seeking a Planner to manage inbound enquiries, monitor shared mailboxes, and allocate job requests to engineers while keeping records and CAFM systems accurate and up to date.
A core focus of the role is maintaining a 72‑hour lookahead to ensure all work is scheduled well ahead of SLA deadlines and prepared for onward scheduling.
This role operates on a rotating shift pattern between 07:00 and 19:00, covering 07:00–15:00, 08:00–16:00, and 11:00–19:00.
Job Description
We are looking for someone who can build effective working relationships with clients, engineers, subcontractors, and internal teams.
You will deliver a professional helpdesk service, communicate clearly, provide timely updates, and escalates issues where required to ensure service levels are consistently met.
Key Responsibilities
* Handle and process client enquiries and helpdesk requests within agreed timescales.
* Monitor shared and regional inboxes and respond professionally and promptly.
* Raise, update, and manage work orders within CAFM systems (e.g., Maximo).
* Allocate engineering jobs and interpret client issues into FM actions.
* Maintain a 72‑hour lookahead, working on jobs approaching SLA breach.
* Manage PPM activity and schedule work well in advance of due dates.
* Communicate with engineers and subcontractors regarding bookings and early interventions.
* Escalate delays, risks, or issues promptly and appropriately.
Professional and Personal Competencies / Qualifications
* Strong customer service experience (e.g., retail, hospitality, call centre, or other customer‑facing roles).
* Confident communicator, comfortable liaising with engineers and internal teams.
* Ability to work effectively in a fast‑paced, operational environment.
* Good IT literacy and confidence using computer systems.
* Strong written and verbal communication skills.
* Problem‑solving mindset with the ability to interpret information quickly.
* Willingness to learn and adapt within a helpdesk or facilities management setting.
Equal Employment Opportunity
ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (including race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.
ISS is a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.
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