ENB
Planning Team Leader
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Planning Team Leader
Norwich
£35,000
Permanent
Are you looking for a role where you can take ownership of regional performance, supporting engineers and make operational impact taking service from good to excellent?
ENB are supporting our client in Norwich who are recruiting for a Planning Team Leader to join their team on a full-time, permanent basis.
The role
As Planning Team Leader, your role will be to manage the day-to-day control of 6 Field Service Engineers covering your regional engineering team, ensuring that all work is scheduled from incoming tickets and that all service requirement targets are being achieved measured by fix times, first-time fixes, jobs per engineer, and customer complaints.
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Your responsibilities will include:
- Optimising daily schedules and engineer workloads.
- Monitoring and maintaining regional SLA performance.
- Reallocating resources in response to emergencies and changing priorities.
- Liaising with customers regarding service execution.
- Monitoring jobs completed per engineer per day.
- Improving regional First Time Fix performance.
- Monitoring repeat visits and overtime trends.
- Identifying and addressing non-conformities and customer complaints.
- Conducting regular engineer touchpoints and providing immediate coaching and correction where required.
- Managing behavioural and performance issues, escalating to the FSM where appropriate.
- Supporting formal engineer performance reviews.
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What are we looking for?
- Somebody with prior leadership experience
- Somebody who has been on the tools in a field service role that wants to move more into planning and leading
- Prior experience within a service delivery industry (air con, plumbing, maintenance, or similar industry)
You will need to be comfortable monitoring performance, identifying issues, coaching individuals, and taking appropriate action when standards are not being met.
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