Job Description

HIU Servicing Planner

Who are Vital Energi?

We are an energy solutions provider who design, build, operate and maintain centralised and efficient low carbon energy projects. We currently support hospitals, universities, new build residential developments, towns and cities as well as industrial and commercial clients to decarbonise their buildings. We have, and continue to, work on ground-breaking projects throughout the UK which are leading the way to achieving the UK's Net Zero targets.

The Opportunity

As a result of successful company growth, we are looking for a HIU Servicing Planner to join our O&M team. You will be joining our planning and Scheduling Operation and Maintenance team (O&M), that manages the pre-planned maintenance of the energy centres and the servicing of HIUs for circa 17,000 residents.

You will be responsible for the efficient and effective planning and scheduling of HIUs services for the residents, ensuring that we maximize the revenue potential and continuously review our strategy by looking at innovative ways to increase the HIU service uptake.

This role is the first point of contact for customers into Vital Energi and therefore key to delivering a positive customer experience.

The Role

Reporting to the Planning and Scheduling Team Leader you will be responsible for: Communicating service plan to residents and clients via letter, text or other means. Ensuring that resident addresses are verified on the Royal Mail system for new sites. Developing the client 12/24-month HIU service plan, ensuring that site locations and service volumes are planned effectively and efficiently. Continuous monitoring of the plans to identify any issues and report findings to the Contract Managers. Reviewing and documenting the last service dates for each of the sites in preparation for monthly reports. Updating Joblogic to ensure all residents have a last service date documented. Reviewing the engineering capacity required to fulfil the HIU service plan and liaise with Contract Managers to identify any engineering resource gaps. Updating service stats per site and engaging with clients to increase uptake. Reviewing HIU documentation to ensure that all jobs that require a follow-up visit are booked in a timely manner Manage multiple mailboxes relating to HIU servicing and reactive works ensuring responses are within SLA. Answer calls within the agreed SLAs always giving the highest level of customer service. Responding to customer complaints relating to HIU works are responded to in line with the company complaints procedure through to successful resolution Assist with the development and testing of processes and training documentation. Develop and maintain effective working relationships with internal and external customers Utilise and assist in the development of the Job Logic Asset Management system Take full ownership of issues to resolve customer enquiries completely to ensure a seamless customer journey which will lead to a higher level of satisfaction with our services

The Person

Skills/Experience

As a minimum GCSE Grade 5/C and above in Maths and English (Essential)

Excellent communication and problem-solving skills (Essential) Knowledge and understanding of GDPR (Desirable) NVQ Level 3 or equivalent in a Business/Customers Services related discipline (Desirable) Experience from withing the Utilities industry (Desirable) Knowledge & experience of working with customers service systems such as Freshdesk or Joblogic (Essential) IT literate with experience in all Microsoft Office applications (Essential)

Competencies

Problem solver with a dynamic and proactive approach to finding effective solutions Communicates clearly and concisely at all levels using various methods of communication Customer focused and passionate about delivering great work for our clients and their customers Able to work collaboratively as part of a team
Job Types: Full-time, Permanent

Schedule:

Monday to Friday
Work Location: In person

Reference ID: HIU-SP