Job Description

Role Overview

With over 30 years as a market leader, Astor Bannerman designs, manufactures, installs, and services specialist bathing and lifting systems that make a real difference to the lives of disabled and elderly people.

We're a growing company with a reputation for quality, innovation, and customer care. Our Customer Service Team plays a key role in delivering a best-in-class experience for both internal and external customers, supporting every stage of the process -- from installation through to aftercare.

We're looking for an organised and proactive Operations Planner to join our Customer Service Team. This varied role involves managing the work schedule for our nationwide Field Service Engineers and Delivery Drivers -- ensuring efficient route planning, quick responses to change, and excellent communication across the business.

A good knowledge of UK geography and route optimisation will be essential for success.

Main functions and responsibilities

Build and maintain strong working relationships with Field Service Engineers and Delivery Drivers. Plan and coordinate routes to maximise efficiency and utilisation. React quickly and effectively to any changes or challenges that occur during the day. Support the Customer Service Team with planning and scheduling queries. Schedule customer appointments, monitor progress, and keep stakeholders updated. Manage Service Engineer documentation and ensure accurate records are maintained. Oversee service contract delivery, balancing customer value and cost efficiency. Respond promptly to internal and external requests for information. Collaborate with colleagues and departments across the business. Work to achieve and exceed Customer Service KPIs and SLAs. Undertake other duties as required.

When Required

Provide cover for the Customer Service Manager during annual leave, including attending meetings, handling complaints, and acting as an escalation point. Answer calls and support with customer service queries across all areas of the department.

Measures of success

Strong, supportive relationships with engineers, drivers, and colleagues. No overdue service appointments. High rate of first time-fix and streamlined repair visits. Maximum engineer utilisation and route efficiency. Exceeding KPI and SLA targets.

You'll be a great fit if you...

Enjoy problem-solving and the challenge of a fast-moving day. Are confident making decisions, even when they're tough. Have a solid understanding of UK geography and route planning. Take pride in delivering high-quality customer service. Thrive in a lively, collaborative office environment

Why Join Us?

At Astor Bannerman, you'll be part of a supportive team in a company that truly values its people. You'll have the opportunity to make a real impact on customers' lives, grow your skills, and contribute to the success of a respected, long-established organisation.

Job Types: Full-time, Permanent

Pay: 29,000.00 per year

Benefits:

Casual dress Company events Company pension Cycle to work scheme Free parking On-site parking Referral programme
Work Location: In person