Service Planner/Coordinator

JOB DESCRIPTIONThe Planner/Coordinator for the Service Division is responsible for the effective planning, coordination, and administration of service works across various client sites. This role ensures the right engineer is assigned to the right job with the appropriate equipment, parts, and documentation, delivering exceptional service in line with Clark Door’s standards. The role combines strategic planning, real-time schedule management, and customer-focused coordination to optimise engineer utilisation, maintain compliance, and enhance client satisfaction.ABOUT YOUYou are a highly organised, proactive professional with experience in planning and coordinating service or technical operations, ideally within a manufacturing, engineering, or service-oriented environment. You thrive in a fast-paced setting, managing multiple priorities while maintaining a strong commitment to customer satisfaction, safety, and operational efficiency. Your excellent communication skills enable you to build strong relationships with engineers, clients, and internal teams, ensuring seamless service delivery. You are commercially astute, detail-oriented, and driven to make a difference through continuous improvement and collaborative teamwork.To be successful in this role, you will:Have experience in planning and scheduling service or technical operations.Demonstrate strong communication, stakeholder management, and customer service skills.Be proficient in managing schedules, tracking performance, and using CRM or planning tools.Possess excellent organisational, multitasking, and problem-solving abilities.Show a proactive commitment to quality, safety, and client satisfaction.Be adaptable to changing priorities, including occasional out-of-hours support (additional supplement paid).KEY RESPONSIBILITIESPlanning and Resource AllocationDevelop and maintain service schedules using Clark Door’s planning tools to optimise engineer utilisation, geographical efficiency, and resource allocation.Allocate engineers to reactive and planned maintenance jobs based on skill sets, geography, and job requirements, ensuring minimal downtime.Liaise with factory supervisors and logistics teams to ensure timely delivery of required parts, kits, and Clark Door-owned specialist tools to job sites.Monitor jobs in real-time, amending schedules to accommodate emergencies, overruns, or unforeseen issues, ensuring minimal disruption to clients.Issue complete job packs, including Risk Assessments and Method Statements (RAMS), permits, and other necessary documentation to engineers.Manage holiday planning for engineers, arranging emergency cover to ensure uninterrupted service delivery.Compliance and CoordinationEnsure all service activities comply with health, safety, environmental, and quality standards, as well as relevant legislative requirements.Verify that engineers have the necessary training, certifications, and documentation for site access and job completion.Coordinate with the logistics team to confirm hire equipment availability, update hire trackers, and arrange off-hire when required, ensuring cost-effectiveness.Support the creation and review of RAMS and other compliance documentation to align with safe working practices.Monitor and schedule maintenance visits to ensure completion within required frequencies, maintaining compliance with client contracts.Client and Team LiaisonAct as a key point of contact for clients, providing updates on engineer ETAs, job progress, and schedule changes to ensure transparency and satisfaction.Work closely with the service team to address customer issues promptly, escalating to the Service Manager when necessary.Foster strong relationships with clients, engineers, and internal teams to ensure alignment on service requirements and deadlines.Arrange accommodation and logistics for engineers working on remote or multi-day jobs.Acting as a primary point of contact for customer enquiries on the telephone, email and online platformsParticipate in out-of-hours cover for high-profile client sites as part of a team rota.Reporting and Continuous ImprovementMaintain and update trackers for service schedules, equipment hires, parts, and job completions, providing regular reports to the Service Manager.Review completed engineer reports and maintenance sheets, flagging recurring issues to the Technical Manager for further action.Monitor and report on engineer utilisation, customer satisfaction metrics, and service performance to support KPI and WIP reporting.Contribute to continuous improvement initiatives by identifying opportunities to enhance service delivery, resource efficiency, and client satisfaction.Support the development and implementation of new processes or tools to optimise operational performance.Administrative SupportManage and update customer records in the CRM system (e.g., Verisae, Elog Book), including service history, job progress, and client interactions.Review and process engineer timesheets, ensuring accuracy against job trackers.Support the issuance of service quotes, chase purchase orders (POs) for approved repairs and callouts, and manage quote trackers.Upload site reports, sign-off sheets, and other documentation to the CRM system, ensuring accurate record-keeping.Handle departmental correspondence, including joint mailbox management and responding to customer inquiries when required.Health, Safety, and CompliancePromote a proactive safety culture, ensuring all planning and coordination activities align with Clark Door’s “work safe, home safe” ethos.Conduct regular checks to ensure compliance with client site protocols and report any issues promptly to the Service Manager.Support the implementation of Safe Systems of Work, ensuring all service activities adhere to site-specific requirements.Client and Stakeholder EngagementAttend client progress meetings, providing updates on service planning, delivery, and any risks or issues.Proactively manage client expectations, addressing concerns swiftly to maintain strong professional relationships.Gather and report customer feedback to support continuous improvement and enhance service quality.OTHER RESPONSIBILITIESConfidentialityObserve and maintain strict confidentiality regarding colleagues, clients, and all company information.Health and SafetyAdhere to Clark Door’s Health and Safety policies and procedures, promoting a “work safe, home safe” culture.DiversityUphold equal opportunity standards, ensuring fair and professional interactions with all stakeholders to maintain exceptional service standards.Continuous Personal DevelopmentCommit to ongoing personal training to enhance role effectiveness and support company growth.Team SupportMentor and share knowledge with less experienced team members, fostering a collaborative and supportive team environment.Other DutiesUndertake additional tasks as required, provided they align with the general scope of the role. Any duties outside this scope will be mutually agreed with the post holder.PERSON SPECIFICATIONAll criteria are essential unless marked as (D) for desirable.Education and qualifications· Minimum GCSE in Maths and English at Grade 4/C or equivalent.· Relevant qualification in planning, logistics, engineering, or business administration (D).Experience, knowledge and understanding· Proven experience in planning and coordinating service, technical, or engineering activities, preferably in a manufacturing or service environment.· Strong understanding of customer relationship management and stakeholder engagement.· Proficiency in Microsoft Office applications (e.g., Excel, Word, Outlook) and experience with CRM systems (e.g., Verisae, Elog Book) (D).· Knowledge of service planning tools and processes (D).· Familiarity with health, safety, and compliance requirements in a service or technical environment (D).Skills· Excellent organisational and time-management skills to manage multiple priorities effectively.· Strong communication and interpersonal skills for liaising with engineers, clients, and stakeholders.· Ability to lead, motivate, and coach team members.· High attention to detail and accuracy in scheduling, tracking, and reporting.· Problem-solving skills to address operational and logistical challenges.Personal qualities and commitment· Hard-working, motivated, and resilient under pressure.· Collaborative team player with a positive and proactive attitude.· Professional and customer-focused approach.· Committed to driving continuous improvement within the Service department.· Meticulous with strong attention to detail.Other factors· Flexible approach to working hours, including out-of-hours emergency cover as needed.· Valid UK driving license and willingness to travel to the Sellafield site and other locations as required.· Right to work in the UK.

Created: 2025-07-23