Service Planner

Overview

In this role you will plan and coordinate service engineers to ensure prompt handling of coffee machine service requests, supporting high customer satisfaction and efficient operations. You will work closely with cross-functional teams to optimize schedules, routes, and resource use, enabling reliable service delivery. The position includes weekday focus with occasional weekend work to align with seven-day service coverage. This role offers collaborative, innovative environments and opportunities to impact field operations and customer experiences.

Pay / Benefits

• 25 days of holidays
• Private Healthcare for you, with the option to add partner and children
• Life Insurance
• Income Protection
• EV car salary sacrifice
• Cycle to work scheme

Responsibilities

• Plan and optimize daily, weekly, and monthly service engineer schedules
• Coordinate with customers to book convenient service appointments
• Use mapping and scheduling tools to minimize travel time and maximize calls per day
• Act as primary contact for engineers, communicating appointments and changes
• Maintain accurate CRM records of schedules and interactions
• Resolve scheduling conflicts to minimize service disruption
• Collect post-service feedback to identify process improvements
• Generate reports on service efficiency, customer satisfaction, and engineer utilization
• Continuously improve scheduling processes and tools
• Collaborate with adjacent teams (customer service, PPM, Installs, Workshop) to ensure seamless service
• Produce daily/regular reports using Microsoft Office

Key requirements

• Excellent communication and interpersonal skills
• Ability to analyze data and make informed decisions
• Customer-focused mindset with commitment to high-quality service
• Proactive with long-term thinking
• Strong problem-solving abilities
• Ability to work under pressure and handle challenging situations
• High level of integrity and professionalism

• Excellent communication
• Customer focus
• Proactive mindset
• CRM system
• Mapping and scheduling software
• Microsoft Office

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