Service Call Planner

Location : Milton Keynes
Job type : Permanent
Salary : £20,500-£21,400
Reference : JOB-2254

We are looking for an experienced Service Call Planner to join our team, in Milton Keynes, working within a team of Call Planners supporting the allocation of work for circa 70 field-based Service & Installation Technicians.

This is a hybrid position, 3 days working from the office and 2 days working from home.

Main Accountabilities

  • Allocating for reactive and installation technicians to achieve SLA of 80%

  • Planning installations within 3 day SLA of 95%

  • Liaising with Regional Operations Managers (ROMs) to achieve FTF (First Time Fix) of 90%

  • Ensuring calls requiring further work are checked and updated in a timely manner

  • Planning with Techs/Spares/ROM’s for return visits within 48 hours to an SLA of 90%

  • Liaising with internal colleagues within the other service support teams

  • Providing internal/customer updates with accurate ETAs

  • Management of aged calls 

  • Processing/planning technician holiday

Essential skills, knowledge, and experience:

  • Ideally, a least 2 years experience in a planning and/or scheduling focused role

  • Excellent written and oral communications skills

  • Excellent geographical knowledge of the UK

  • Self-manage with impeccable organisational skills

Desirable skills, knowledge, and experience:

  • Working knowledge of SAP

  • Experience of the catering industry

  • A B2B and/or SME background would prove a distinct advantage

Aptitude & Attitude:

  • Methodical and organised

  • Able to manage time and work under pressure to tight deadlines

  • Able to manage the demands of numerous tasks

  • Team player

  • Excellent telephone manner, able to remain calm under pressure

  • Self-motivated 


  • 37.5 house per week

  • Shifts varying between 08:00 – 18:00 + Weekend cover as required (on a rota)

Benefits include:

  • Competitive Salary

  • Contributory Pension

  • Life assurance

  • 25 days annual leave plus bank holidays

  • Employee Assistance Programme

  • Staff Perks & Savings Scheme

  • Free Parking

  • Free Tea and Coffee

  • Dress Down Days

  • Staff Events