Planning and Efficiency Manager



A leading provider of dental products and equipment in the UK market, our client is a people centric organisation always looking to develop their team and progress internally where possible. This opportunity is to manager the scheduling for their large, and ever-growing field service team. The is a first line management role in a busy and fast-paced organisation.

This role will be working in a fast-paced office environment managing a team of schedulers to ensure engineers’ diaries are fully utilised and scheduled as efficiently as possible. You will be responsible for ensuring provision of excellent customer service, working closely with the field engineering team. You will handle any escalated team issues to resolution while reporting on team KPI’s.


  • Being point of escalation for scheduling team and customers for queries and complaints.
  • Efficient time and geographical management of engineers’ scheduling diary through team of schedulers.
  • Manage all HR aspects of team e.g., holiday, sickness management.
  • Giving team direction on priorities for breakdowns, installations and planned maintenance when there is limited engineering resource available.
  • Building clients relationships and providing quality care and customer satisfaction.
  • Being commercially driven working to service group KPI targets in terms of revenue, attendance to breakdowns and communication levels to customers.
  • Respond knowledgeably to questions or queries from existing and future customers on our product and service offering.
  • Ensure customers are provided with all documentation and reports following an engineer visit which allows them to remain compliant for any inspection visits.
  • Regular reporting to your line manager on the KPI’s that you are responsible for.
  • Training and development of team members and upkeep of training skills matrix.
  • To comply with all Health and Safety requirements as outlined by the Health and Safety Policy.
  • To participate in all relevant quality programmes and assist as required in quality initiatives.
  • To comply with the guidelines of the Medicines and Healthcare Products Regulatory Agency (MHRA) to maintain an awareness and understanding of regulations that apply to the post.
  • Where the role includes any task relating to the purchasing, storage or sales of medicines, an understanding of the principles of Good Distribution Practice (GDP) is required.
  • At all times the post-holder should act in a way that supports the Company in maintaining its essential licences and certifications.
  • To ensure PPE issued by the business is worn in accordance with Health & Safety legislation.
  • Training is undertaken as recommended by your Manager.
  • Carry out any other reasonable request as requested by your Manager.

About You

  • Experience of working in a busy call handling environment
  • Face to face or phone customer service experience
  • Scheduling/handing booking requests experience
  • Minimum of five years’ experience of managing a team
  • Good telephone manner with strong communication and interpersonal skills.
  • Strong leadership skills
  • Good organisation, co-ordination, time management and problem-solving skills.
  • Ability to establish and maintain good client relationships, both internally and externally at all levels.
  • Ability to remain calm under pressure and manage clients’ issues and expectations suitably.
  • Ability to work in a busy office environment that often demands high levels of concentration.
  • Ability to respond effectively to changing priorities.
  • Ability to manage high volume workload but remain focussed.
  • Willingness to accept responsibility.
  • IT literate to a good standard.
  • Data analysis/reporting skills.
If you are interested in the above role then please apply or get in touch to discuss further.
Sally Piper Managed by Sally Piper
apply Posted - 02.11.2021

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Consult will endeavour to contact candidates within 14 days of application. However, if you do not hear back after 2 weeks then please assume on this occasion, unfortunately, you have not been successful.