Role: Service Team Resource Planner
Focus: This role is essential to the smooth operation and growth of the service team. By ensuring effective planning, coordination, and administrative accuracy, the Service Team Resource Planner enables the business to scale efficiently, maximise resource utilisation, and deliver a consistently high-quality service experience to customers in the UK and beyond, while also supporting revenue growth through service activities.
Who are we
Brass Monkey exists to help everyone experience the power of a cold water dip every day.We do it by being the crusader for our 'challenge creates change’ philosophy, by guiding people to access, own or follow the practice of cold water immersion, in whatever way works for them.We have very clear and strong values that drive our business and need to resonate well with all members of our growing team.
Our shared beliefs:
- Bravery is the mother of invention: The fearless are merely without fear, people who act despite their fear are truly brave. Failure is feedback. Push on, don’t worry about getting it wrong. Live curious. Be inventive and imaginative. The business was built on curiosity and let’s face it, a crazy idea. If you can push on and push out of your comfort zone you could be the spark behind the next one.
- OK is not OK: Remarkable things only happen if you commit and give your everything. We don’t cut corners, we don’t do things by halves. Just think what 2% more might bring. No pain, no gain as they say. Set a standard. Keep your promises. Bring your A Game every day.
- Kindness is magic: Nothing good happens until other people feel good. Whether that’s our families, our colleagues, our customers or our community. We will always strive to maintain our generosity of spirit by staying compact enough to care and focused on what and who matters most. Caring for people and doing the right thing in the right way deserves to be celebrated.
Still with us? Awesome, read on.
Job Role & Requirements
As Brass Monkey's rapidly growing function, the time has come for our service team schedule to be coordinated from HQ. Supporting those who interface with our customers and aligning our resources to fulfil requests is a fundamental part of the customer experience we provide as a leading Ice Bath Manufacturer. In this role, you will work consistent hours alongside your colleagues in HQ.
The Service Team Resource Planner will play a critical role in ensuring the efficient scheduling and coordination of maintenance and servicing activities. This position is responsible for managing and administrating the service team’s workload, optimising resource allocation, and ensuring a seamless experience for both internal stakeholders and customers.
The role requires close collaboration with multiple business areas to assess and prioritise requests for service team support, while maintaining high standards of customer communication and operational delivery. A key objective of this role is to drive efficiencies as the business scales, supporting both UK and international service delivery, while contributing to revenue generation through effective service team utilisation.
Role Objectives (Next 12 Months)
- A clear process for effectively and efficiently coordinating service team activities in accordance with customer and internal service levels.
- Improved briefing & wash-ups for service team members on each job
- 100% accurate month-end data of services and repairs
- Effective use of all resources we have available to us
Responsibilities
- Plan, schedule, and manage the daily and forward workload of the service team to ensure efficient delivery of maintenance and servicing activities
- Allocate and assign jobs to engineers based on resource locality, priority level, availability, and individual skill sets to maximise efficiency and service quality
- Utilise the field management system to effectively distribute work and optimise resource deployment
- Assess and prioritise incoming requests from internal departments requiring service team support
- Work closely with production and manufacturing teams to align engineer scheduling with production completion timelines, ensuring a smooth and efficient flow of work
- Coordinate directly with customers to arrange, confirm, and manage service appointments
- Ensure all service visits are accurately recorded and administered within internal systems
- Manage job-related requirements, including parts allocation, availability, and tracking
- Maintain accurate records to support finance processes and stock reporting
- Administer customer recharges where applicable, including missed or failed appointments and services not covered under warranty
- Monitor schedule adherence and proactively resolve conflicts or delays
- Act as a central point of contact between engineers, internal teams, and customers
- Drive continuous improvement in planning processes to increase efficiency and scalability of service operations
- Support the coordination of service delivery for customers both within the UK and internationally
- Contribute to increasing service-related revenue through effective planning, utilisation, and chargeable activity management
- Produce and oversee regular reporting on service performance, utilisation, and key metrics for the Head of Customer Experience
- Support the Service Team Manager in ensuring engineers’ schedules and working patterns comply with working time regulations and relevant legislation, as well ensuring a healthy work-life balance for team members.
Skills & Experience
- Previous experience in scheduling, resource planning, or service coordination (ideally in a field service environment)
- Strong organisational skills with a high level of attention to detail
- Ability to work independently while managing multiple, often conflicting priorities
- Ability to perform effectively under pressure in a fast-paced environment
- Excellent communication skills, both written and verbal
- Customer-focused mindset with a commitment to delivering a positive experience
- Ability to work collaboratively across departments, including production and manufacturing teams
- Strong administrative and system management skills
- Proven experience using CRM systems (experience with HubSpot is desirable)
- Experience using scheduling or field service management systems (desirable)
- Proficient in standard business software and systems
Key Attributes
- Highly organised with exceptional attention to detail
- Proactive and solution-oriented approach
- Strong problem-solving skills
- Ability to remain calm and effective under pressure
- Strong prioritisation skills with the ability to manage competing demands
- Team player with a collaborative mindset
- Commercial awareness with an understanding of how service activities contribute to business revenue
- Reliable and accountable
Role Details
- Full time: 37.5 hours per week, Mon- Fri
- Location: Wetherby Head office
- Salary: £30,000 to £32,500 plus dependant on experience
- Holidays: 25 days (plus bank holidays)
- Additional Benefits:
- Company pension scheme
- Summer & Christmas Parties
- A detailed benefit summary will be included in our offer letter
Job Type: Full-time
Pay: £30,000.00-£32,500.00 per year
Benefits:
Experience:
- Electrical: 3 years (required)
- Plumbing: 3 years (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
