Service Delivery Planner and Coordinator

Service Delivery Planner & Coordinator

Location: Southend-on-Sea, Essex

Job Type: Permanent, Full-Time

Sector: Water Hygiene / Legionella Compliance / Service Delivery

Example Recruitment Group is delighted to be working on behalf of a well-established and highly respected compliance services provider to recruit an experienced Service Delivery Planner & Coordinator - Legionella Services.

This is an excellent opportunity for an organised and proactive individual with experience in planning, scheduling, coordination or service delivery, ideally within the Legionella, water hygiene, compliance, facilities management or building services sectors.

The Role

Working closely with the Legionella Services Manager, you will take responsibility for the day-to-day planning and coordination of service delivery.

Key Responsibilities

• Plan and coordinate Legionella service delivery works across the engineering and surveying teams.
• Maximise engineer and surveyor utilisation by considering geographical location, qualifications, skill sets and availability.
• Schedule PPM works well in advance to ensure both clients and operational teams have sufficient notice.
• Produce programmes of works for larger and multi-site contracts.
• Monitor unprogrammed works and ensure outstanding jobs are allocated promptly.
• Liaise with Technical Sales and Key Account teams regarding priorities, upcoming workloads and resource availability.
• Contact clients to arrange, confirm or amend service dates and provide appropriate written confirmation.
• Act as a day-to-day point of contact for Compliance Engineers and Surveyors.
• Ensure engineers have clear work instructions and all required documentation before attending site.
• Coordinate subcontractors, including issuing work instructions and relevant paperwork.
• Chase subcontractors for dates and ensure works are completed within agreed timescales.
• Ensure permits, security clearances, RAMS and other required documentation are in place.
• Maintain accurate PPM schedules, programmes of work and digital compliance systems.
• Set up jobs, schedules of works and asset information within the company's digital compliance system.
• Monitor engineer productivity, including aborted calls, no-shows and completed works where required.
• Raise subcontractor purchase orders and laboratory analysis orders within agreed budgets.
• Ensure completed works result in the appropriate Compliance Report and/or Certificate.
• Issue reports and certificates to clients and upload documentation to relevant client portals.
• Support the management and communication of microbiological positive results where required.
• Ensure job progress notes and financial information are kept accurate and up to date.
• Monitor work in progress, estimates and financial variances.
• Check engineer shift payments against completed programmes.
• Pass completed jobs to accounts promptly for invoicing.
• Resolve day-to-day service delivery issues, escalating to the appropriate manager when required.
• Support other members of the Service Delivery and Planning teams, including providing cover during periods of annual leave.

Key Performance Areas

• You will work towards ensuring: PPM works are planned at least two months in advance.
• Works are booked and fully prepared at least five working days in advance.
• Surveyor workloads achieve required daily productivity and turnover levels.
• New orders are converted and allocated promptly.
• Client complaints receive a same-day initial response and are escalated appropriately.
• Outstanding compliance reports are monitored and issued within required timescales.
• Microbiological positive results are communicated promptly.
• Completed works are processed for invoicing within agreed monthly deadlines.
• Programmes of work and Key Account schedules remain accurate and up to date.
• Work in progress and financial information is regularly reviewed and accurately maintained.

About You

We are looking for someone who is highly organised and comfortable working in a fast-paced environment where priorities can change throughout the day.

The successful candidate will ideally have:

Previous experience within service delivery, planning, scheduling, coordination or operations.

Experience coordinating field-based engineers, technicians or surveyors.

Ideally, experience within Legionella, water hygiene, water treatment, compliance, facilities management or building services.

Strong organisational and workload-management skills.

Excellent attention to detail.

Confident IT and computer skills with experience maintaining scheduling or job-management systems.

Strong written and verbal communication skills.

The confidence to communicate effectively with engineers, clients, subcontractors and internal departments.

The ability to prioritise numerous jobs and deadlines simultaneously.

A calm but assertive approach when dealing with operational challenges.

Strong customer service skills.

Commercial awareness and an understanding of job values, WIP and invoicing would be advantageous.

An understanding of building services would be beneficial.

Contractual awareness or project management experience would also be advantageous.

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