Maintenance Planner

Hays Business Support • Permanent • Watford, Hertfordshire, England, United Kingdom • £26k - £32k / year • 20h ago

Your new role

My client is seeking a proactive and scheduled administrator to join their busy service team. This is an excellent opportunity for an organised individual who thrives in a fast-paced environment and enjoys delivering outstanding customer service.Working closely with the Service Desk Manager and wider business teams, you will play a key role in ensuring the smooth coordination of engineers, effective management of customer enquiries, and delivery of high-quality aftercare support. You will be one of the first points of contact for customers, helping to ensure service levels and contractual obligations are consistently achieved.The successful candidate will be highly organised, able to prioritise workload effectively, and demonstrate a positive, can-do attitude when supporting customers and colleagues alike.

Act as a primary point of contact for customers, providing professional and responsive support.
Schedule and coordinate engineers efficiently to meet customer requirements and service level agreements (SLAs).
Log and manage reactive service calls accurately.
Monitor engineer attendance and progress to ensure SLA compliance.
Escalate customer complaints and service issues where necessary.
Produce daily escalation reports highlighting outstanding issues and actions required.
Coordinate engineer workloads throughout the day and ensure all jobs are effectively managed.
Ensure customer return calls are completed promptly and within agreed timescales.
Work closely with colleagues across all departments to deliver excellent customer service.
Support the Helpdesk function by providing cover during periods of holiday and sickness absence.
Attend team meetings, training sessions, and internal or external meetings as required.
Follow company procedures and processes at all times.
Undertake any other duties relevant to the role as requested by management.

What you'll need to succeed

Previous administrative experience in a busy office environment.
Experience scheduling engineers is required.
Excellent organisational and time management skills.
Strong customer service and communication skills.
Ability to work using initiative with minimal supervision.
Experience managing multiple priorities and meeting tight deadlines.
Good attention to detail and accuracy.
Strong numerical skills.
Proficiency in Microsoft Office applications, particularly Excel, Word, and Outlook.
Ability to work effectively as part of a team.
Flexible approach to working hours when required to meet business needs.
Full UK Driving Licence due to the organisation not being accessible by public transport
Experience working within a customer service, helpdesk, or service desk environment.
Experience coordinating engineers, field-based teams, or service personnel.
Knowledge of CRM systems and service management software.
Experience within a sales support or service coordination environment.
Experience with invoicing and purchase order administration.
Previous experience supporting nationwide engineering or installation teams.

What you'll get in return
Parking on-site
Team lunch once a week
Quarterly outings
Annual bonus
20 days holiday plus BH
Progression opportunities within a growing organisation

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

Hays EA is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at (url removed)

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