Resource planner Customer support

Role: Resource Planner

Location: Farnborough - Hybrid post training

Contract: 6 Months

Pay rate: £25k - £26k per annum

Working Pattern: Monday - Friday 8-4.30 and 9 - 5.30 / Alternating Weeks

The role

As a Resource Planner you will be creating medium to long term planning and schedules for all operational service resources whilst making decisions to communicate and deliver service. Resource Planners handle exception management, and balance continuously conflicting demands in the area of business obligations, resource availability and customer demand.

Key responsibilities

• Taking receipt of customer calls via phone, web & email, then registering the calls into the service management system to establish prioritisation and next step actions
• Quickly determining how to respond to a customer call, taking into consideration the customer's request and contractual agreements
• Liaising with the various functions of the customer care centre to provide the best solution that balances the customer need against the business requirements, raising the situation if you encounter problems meeting the service level agreement
• Assigning and dispatching Field Services Engineers (FSEs) based on the advice from an onsite technical helpdesk, considering the FSE's location, workload, and urgency of the situation
• Coordinating orders of spare parts if required and keeping the customer and engineers informed at every stage.
• Ensuring that customers are aware of the status of their call and the actions taking place
• Making detailed appointments for regular maintenance

Qualifications and skills we are looking for…

• You will be an excellent problem solver
• Teamwork to ensure you deliver the optimal solution in all instances,
• Calmness under pressure whilst imparting total confidence with customers
• Quality focused with attention to detail
• A warm, helpful and positive approach
• Dynamic, proactive, confident, self-motivated and driven to succeed

Additional benefits

• Hybrid after training - 2 days from after
• Free car park
• Cafe
• Gym

Randstad Business Support is acting as an Employment Business in relation to this vacancy.