Operational Planner (Planner / Scheduler)

  • Competitive
  • Sittingbourne, Kent
  • Swale Heating Ltd

Operational Planner (PLANNER / SCHEDULER)

Swale Heating are one of the biggest and most recognised heating specialists in Kent. We have been operating since 1972 - meeting the heating needs of the South East of England. We are trusted by our customers to keep them safe and warm, every day of the year.

We are currently looking to recruit an exceptional Operations Planner / Scheduler. This is a fantastic opportunity to work with the largest independently owned heating company in Kent. Whether you are looking to further your career in this area or work for a positive and forward-thinking company, this is the role for you.


We offer a competitive salary and benefits which includes pension, 20 days annual leave increasing to 25 with length of service, holiday buy and sell scheme, long service award, paid leave for volunteering, employee discount shopping/travel/cinema scheme, discounted healthcare scheme and employee wellbeing programmes. We also provide a challenging yet rewarding work environment with opportunities for career development.

Purpose of the role:

As an Operational Planner, you will be responsible for the operational planning for our field-based engineers within your geographical area (Hub). You will be managing the day to day duties and taking responsibility for all operational tasks, ensuring the customer journey for all our valued customers is delivered to an outstanding level.

You will ensure that your engineers are planned effectively and efficiently. You will actively resolve operational issues that are hindering performance within your area of authority.

You will be part of a winning team that is complimented on its high quality of work, customer service excellence and efficiency.

You will be working alongside and taking direction and support from the Regional Operational Manager to deliver performance KPIs.

What essential skills, qualifications and experience do we need from you?

We are looking for experienced individuals who have excellent organisational skills, exceptional communication skills, and have a proven record of fantastic teamwork. We are looking for confident individuals who like a challenge and enjoy a varied position.

 5 GCSE’s Grades A-C (level 9-4) or equivalent or able to show appropriate competence at this level

Minimum of 3 years’ experience in the Service Industry

Experience in a planning/scheduling role

Geographical knowledge

Excellent organisational skills

Demonstrable customer service experience

Ability to demonstrate good ICT skills with experience of Microsoft Word and Excel

Key Tasks of the Operational Planner role:

Monitor engineer dispatch and to ensure that engineers are ready for work in their area.

To check previous day to ensure there is no outstanding calls to be completed.

To manage the call queues in your region, planning appointments with customers.

Ensure all appointments are completed in accordance with the contract SLA.

To take ownership and accountability of engineer’s daily workload within your region.

Identify and actively manage changes in the event of sickness and absence.

To maintain outstanding customer service keeping our customers informed at all times.

To identify issues and provide solution suggestions to your Hub Manager that could or will hinder performance levels within your region, escalate resource requirements.

Support your team members in your Hub in all activities to achieve/surpass our service delivery across the business in all areas.

To work to our good working practise guide for our technology.

Liaising internally between teams.

Monitor SLA’s and take responsibility for your area performance.

Promote “teamwork” with a can-do attitude.

Promote the company ethos and values through everything you do, ensure you uphold our values.

Demonstrate good leadership and celebrate success.

Ensure that all daily tasks are completed.

Behavioural Competencies:


Customer focus

Contribute to team success

Quality Orientation

Managing work and time utilisation

Location: Swale Heating Head Office, Sittingbourne

Hours of work: 37.5 hours per week Monday to Sunday on a shift rota basis (Remote working is potentially available)

If you require further information on the position, please contact the recruitment team on 01795 513999.

Please note, CV’s are viewed on receipt. Therefore, we reserve the right to close or extend this position depending on application numbers.

Swale Heating Ltd is an equal opportunities employer and positively welcomes applications from every section of the community.

By applying for this position, you agree to our Terms and Conditions and Privacy Policy located on the Swale Heating website.

Job Types: Full-time, Permanent

  • Advertiser: Direct Employer