Planner

Planner

Location: Birmingham, B37 7YN
Hours of work: 40
Contract Type: Fixed Term Contract - 6 months

Our client, a leading provider of facilities services in the UK, is seeking a Planner to join their Key Account Network on a fixed-term basis.

Job Overview

This role is responsible for managing incoming enquiries, monitoring shared mailboxes, and allocating job requests to engineers, while ensuring all records and CAFM systems are kept accurate and up to date. A strong operational focus is required to support service delivery across a fast-paced helpdesk environment.

A core element of the role is maintaining a 72-hour lookahead to ensure work is planned well in advance of SLA deadlines and prepared for onward scheduling. The Planner will work closely with engineers, subcontractors, clients, and internal teams to ensure service levels are consistently met through proactive communication and effective coordination.

Job Description

The Planner will deliver a professional helpdesk service, handling enquiries efficiently and providing clear, timely updates to all stakeholders. Building effective working relationships is central to the role, alongside the ability to escalate issues appropriately to prevent service disruption.

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, responding professionally and promptly.
• Raise, update, and manage work orders within CAFM systems (e.g. Maximo).
• Allocate engineering jobs and translate client issues into appropriate facilities management actions.
• Maintain a 72-hour lookahead, prioritising jobs approaching SLA breach.
• Manage planned preventative maintenance (PPM) activity and schedule work well in advance of due dates.
• Communicate effectively with engineers and subcontractors regarding bookings and early interventions.
• Escalate delays, risks, or service issues promptly and in line with agreed processes.

Person Specification

• Proven customer service experience (e.g. retail, hospitality, call centre, or other customer-facing roles).
• Confident communicator, comfortable liaising with engineers, subcontractors, and internal teams.
• Ability to work effectively in a fast-paced, operational environment.
• Strong IT literacy with confidence using computer systems.
• Clear written and verbal communication skills.
• Strong problem-solving skills with the ability to interpret information quickly.
• Willingness to learn and adapt within a helpdesk or facilities management setting.