Customer service, Callcenter, Support jobs

Abbot Fire Group is looking for a seasoned, proactive Operations Controller/Planner-Scheduler to join our team.

This is a varied and pivotal operational role responsible for coordinating the day-to-day running of the business, ensuring engineers are scheduled efficiently, systems and processes are maintained, and customers receive an exceptional level of service. You'll oversee planning, compliance, administration and operational support, working closely with engineers and colleagues across operations, finance and sales to ensure every job is delivered accurately, efficiently and safely.

Your ability to keep the plates spinning will be your greatest strength, along with your natural talent for organisation, problem-solving and delivering first-class customer service. You'll be the central point of coordination between engineers, customers and internal departments, ensuring work flows seamlessly from booking through to invoicing.

What you receive for joining us:

We're offering a competitive salary, 25 days holiday plus Bank Holidays, and a company pension and your birthday off.  This is a 100% office-based role at our Gawcott office, working 40 hours per week. We offer flexibility on working hours, with the choice of 8am–4pm, 8.30am–4.30pm or 9am–5pm, Monday to Friday.

Here's a look at some of the things you'll be doing:

Coordinate the day-to-day operation of the business by managing systems, inducting and training staff, ensuring compliance with company policies and health & safety requirements, supporting fleet, warehouse and office management, stock control, audits, and maintaining efficient administrative systems.
Plan, schedule and monitor engineer workloads using CRM systems, Gabriel, Excel and customer portals, producing permits, RAMS and supporting documentation, allocating jobs based on priority, skills and location, updating customer portals, tracking progress through to completion and ensuring full engineer utilisation.
Provide outstanding customer and engineer support by managing incoming enquiries, confirming appointments, supplying site information, resolving operational issues, processing orders, obtaining missing information, managing recommendations and quotations, and ensuring accurate documentation is returned and ready for invoicing.
Drive operational efficiency and continuous improvement by checking job sheets, timesheets and invoicing information, supporting finance with accurate billing data, improving planning processes and CRM usage, assisting with marketing and company events, covering colleagues during absences, maintaining confidentiality and undertaking any additional duties required to support the business.

Can you show experience in some of these areas?

Experience within an Operations Controller, Planner, Scheduler or Coordination role, managing engineers or field-based teams and ensuring the smooth day-to-day running of business operations.
Strong knowledge of planning, scheduling, CRM systems, customer portals and administration, with experience tracking jobs from booking through to completion and invoicing.
Good understanding of Health & Safety, including PPE, RAMS, permits, compliance documentation and supporting audits, together with excellent organisational, prioritisation and problem-solving skills.
Excellent communication skills with the ability to build strong relationships with customers, engineers and colleagues, whilst remaining adaptable, proactive, highly organised and committed to delivering exceptional customer service.

Introducing our organisation:

Abbot Fire Group is proud to be part of Complii. Complii is a leading integrated provider of safety and regulatory compliance services across our water, air, fire, electrical, and vertical transportation divisions, supporting organisations nationwide to operate safely, compliantly, and responsibly. This role offers an excellent opportunity to play a key part in the continued growth and success of our business while helping deliver operational excellence across the organisation