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Call Planner – National Service Bureau

An exciting new opportunity has opened up at SECOM's National Service Bureau for a call planner.

12-month Fixed Term Contract


  • Competitive salary (DOE)
  • Office and remote working from home
  • Pension scheme
  • Aviva health scheme
  • Life cover
  • Employee discount on security for your home
  • Employee Discount Scheme, which is applicable to over 900 of the UK’s top retailers, including travel, groceries, gym memberships, utilities and more.

Goals and objectives

  • To ensure service delivery is met to clients in line with their SLA where applicable
  • To meet predefined target times, SLAs and KPIs by managing service calls into the NSB and ensuring engineers are despatched in line with contractual obligations
  • Ensure PPM compliance is achieved through co-ordinated planning
  • Ensure all stakeholders are updated in the event that reactive calls cannot be delivered
  • Ensure that all stakeholder are updated in the event that PPMs cannot be delivered


  • Liaise daily with the regional engineering teams to ensure SLAs are met.
  • Plan the engineers diary using the company business system ensuring that calls are resolved in a timely manner
  • Liaise with RSD and Portal Management to ensure our high priority accounts are fully aware of our delivery
  • PPM compliance is achieved in line with NSI guidelines
  • Liaise with the NSB and Regional Management &/or National Accounts and highlight/escalate any known issues or queries that may impact on service delivery to our clients
  • To be flexible and adaptable when required


  • Experience within a busy service environment to meet SLAs and KPIs
  • Departmental knowledge to facilitate best working practices
  • Reporting to our organisation in a professional manner
  • Computer literate
  • Previous experience managing an engineering workforce desired but not essential


  • Experience within a busy service environment to meet SLAs and KPIs
  • Understand service delivery
  • Electronic security knowledge desired but not essential

Personal qualities

  • Excellent timekeeping
  • Good communication skills
  • Confident telephone manner
  • Ability to work as part of a team and be respectful to colleagues
  • Ability and confidence to make key decisions with the information provided on our company business system
  • Excellent verbal and written skills
  • Computer literate
  • Microsoft office proficient