Reactive Planner at Omni RMS, New Haw, Surrey

Reactive Planner

Contract: Government
Location: Addlestone, KT15 3NB
Hours of Work: 40 Hours Per Week
Contract Type: Permanent

Our client, a leading provider of facilities services in the UK, is seeking a Reactive Planner to support the effective coordination and delivery of reactive and planned maintenance works across a government contract.

The Reactive Planner will be responsible for managing maintenance requests received from customers and internal stakeholders, ensuring that contractual and operational requirements are translated into appropriate actions. The role plays a key part in maintaining service delivery standards through efficient planning, scheduling and coordination activities.

Working within established processes and procedures, the successful candidate will manage work orders, coordinate engineers and subcontractors, monitor task progression and maintain accurate system records. The role also requires a strong customer service focus, ensuring issues are resolved promptly and escalations are managed appropriately.

Key Responsibilities

• Coordinate reactive and planned maintenance tasks received from internal colleagues and customers.
• Receive and manage work orders within Tririga, ensuring timely progression and completion.
• Identify and implement suitable solutions to customer requests in accordance with contractual requirements.
• Raise purchase orders in Coupa and ensure subcontractor works follow the required approval process.
• Prepare and issue quotation requests to subcontractors and arrange site visits where required.
• Actively manage task queues, undertake task management activities and triage billable and non-billable work.
• Assign planned maintenance work orders to engineers or subcontractors and liaise regularly with engineering teams to monitor progress.
• Obtain, monitor and upload completion, compliance and remedial documentation into Tririga, while supporting reporting, escalation processes and customer issue resolution.

Person Specification

• Previous experience in a customer service, contact centre or administrative environment.
• Experience handling telephone calls and customer enquiries.
• Proficient in Microsoft Office applications.
• Excellent verbal and written communication skills.
• Ability to work collaboratively as part of a team to achieve organisational objectives.
• Strong organisational and planning skills with the ability to coordinate multiple activities effectively.
• Ability to understand and analyse statistical data.
• Understanding of the importance of escalating health and safety concerns relating to statutory compliance.