We are seeking a Planner to manage incoming enquiries, monitor shared mailboxes, and allocate job requests to engineers while ensuring all records and CAFM systems are kept 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.
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 escalat[e] issues where required to ensure service levels are consistently met.
This role operates on a rotating shift pattern between 07:00 and 19:00, covering:
* 07:00 - 15:00
* 08:00 - 16:00
* 11:00 - 19:00
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.
Required Skills and Experience
* 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.
Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer.
It is important to note that in certain recruitment situations such as high‑volume, seasonal and high‑peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .
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