Call Planner
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
Prime Purpose
Serve as a primary contact to meet our customer’s reactive needs, the role is to ensure Secom meet our clients Fire & Security maintenance expectations and agreed SLA/KPI’s
Responsible to: National Service Bureau Manager
Direct Reports:
UK Dedicated reactive engineers
Other Key Relationships:
Head of Service Delivery (UK)
Regional Service Manager
Regional Planner
RSD
Portal Management/Elite Desk
UK Administration
Distribution and Central stores
Aeromark Support Centre (ASC)
BAFE Compliance Team (Fire)
Key Result Areas
- Productivity – Target of 5 completed (Asset) Calls per day are completed by reactive engineers
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Management of all reactive requests to ensure we meet client SLA
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Delivering first class customer service.
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Utilising Secom’s operating platform to ensure customers receive an improved customer service.
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Customers are called and updated if anything changes to our visit at all times to ensure customer satisfaction is achieved.
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Timekeeping, customer care approach to exceed our customers’ expectations
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Employee performance set individual targets will be carried out to meet customers SLA’s, KPI, (performance management).
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NSB and Administration liaison essential.
Key Tasks & Responsibilities
- Co-ordinates daily activities and routes through map-based planning on SECOMs operating platform
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To ensure daily targets are achieved.
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Planning of diary to meet companies and client’s expectations.
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Liaise with regional management &/or National Accounts and highlight/escalate any issues or queries that may impact on our service delivery to our clients.
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Cross referencing of SECOM operating platform
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Daily management of engineer’s workflow to ensure this is followed
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Forward planning of all critical account and domestic customers to ensure these are communicated to and calls placed on the operating platform with promise times.
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Daily management of reactive workload through SECOMs operating platform as well as pro-active management of key work queues.
- Ensure reactive requests are managed effectively and completed within timescales
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Ensure re-plans are managed effectively and completed within timescales
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Where applicable ensure any site documentation (RAMs, centre passes etc) are provided prior to attendance to ensure our engineers have access to the client premises
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Ensure daily handovers are communicated to management along with any further reporting required.
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Health and Safety, enforcing standards, completing all e-learning modules.
The Person
The call planner will ideally have a minimum of two years’ experience and a proven track record of success in a customer delivery role. He or she will be highly customer orientated and have a driven, can do approach. Experience of the Fire and Security Industry is preferred and experience of a fast-moving Service environment with similar characteristics to Secom (large field force, large service desk, impact of service quality, compliance etc.) would be a distinct advantage. The competency profile for this role is summarised as follows.
Setting Business Direction
- Customer awareness- who is the customer (internal or external), what are their needs, how are they best met.
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Analytical – breaks down problems/ challenges into their essential parts.
Achieving Business Performance
- Concern for excellence- focus on high quality outcomes for all – externally and internally.
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Initiative – actively seeks opportunities and resolution to problems without direction from others.
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Critical information seeking – actively seeks key information for decision making.
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Result focus- sets targets and expectations for self and others.
Self-Management
- Goals – set clear goals and develops strategies to achieve these efficiently and effectively.
- Flexibility and Adaptability- works effectively in a variety of situations, appreciates different perspectives.
- Assertiveness – strongly pushes forward and overcomes obstacles where necessary.
- Self Confidence – belief in one’s own ability to achieve a successful outcome.
Top Skills and Proficiencies
- Ownership & Accountability
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Teamwork
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Customer care & Professionalism
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Planning and organising
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Performance & Deadline orientated
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Communication Skills
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Attention to detail
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Adaptability
The Company
SECOM Plc is a leading provider of customised security and fire solutions, and part of the global SECOM Group headquartered in Japan, operating across 22 countries. We are committed not only to protecting people and property, but also to supporting our employees with a strong benefits package, excellent career development opportunities, and access to the SECOM Rewards Programme, which offers exclusive discounts at over 900 UK retailers on groceries, travel, utilities, and more.
Our commitment extends beyond our people to the planet, with sustainability at the heart of our operations. We’ve earned a Gold rating from EcoVadis for our sustainable practices and are actively working towards achieving net-zero emissions.
With a 4.3 out of 5 rating on Glassdoor, SECOM is recognised for fostering a positive work environment where employees are valued and supported.
The Benefits
Flexible Working
Private Dental Scheme
Life Insurance
Cycle to Work Scheme
EAP & Counselling Services
Discount on Gym Memberships
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