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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing a team of Planning Agents, ensuring effective planning, installation, and customer service while maintaining high standards of accuracy and compliance with industry regulations. Proficient in monitoring performance against KPIs and fostering collaboration across multiple teams to enhance operational efficiency.
Highest-signal resume keywords
Team LeadershipKPI ManagementCustomer Journey ManagementPlanning ComplianceProblem-Solving
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
PlanningSchedulingCustomer OperationsInstallationsKPI MonitoringAttention to DetailCRM SystemsJob-Management SystemsHeat Pumps KnowledgeRenewable Energy
Soft Skills
CoachingCommunicationOrganizational SkillsRelationship BuildingConfidence in Escalations
Tools & Technologies
HubSpotWorkflow Systems
Industry Keywords
DNO ProcessesPlanning PermissionBoiler Upgrade SchemeConstructionHome Installation Services
About the role
Key responsibilities & impact- Lead and support a team of Heat Pump Planning Agents through sales handover, planning, installation and post-install completion
- Coach and develop Planning Agents
- Run regular one-to-ones and team sessions
- Balance workloads and help new starters get up to speed
- Monitor customer journeys, job progress, completed actions and record accuracy
- Identify potential delays early and help resolve challenges
- Collaborate with Technical Design, Sales, Installations, Customer Care and Logistics
- Monitor team performance against KPIs, service levels and quality standards
- Review outstanding actions, ageing cases and urgent customer priorities
- Act as the first escalation point for complex planning or customer issues
- Ensure customer records and planning information are accurate and current
- Support planning and compliance activities involving DNO requirements, planning permission and Boiler Upgrade Scheme processes
- Identify recurring problems and work with the Planning Manager to improve operations
- Support new tools, processes and improved ways of working
Requirements
What you’ll need- Experience within planning, scheduling, customer operations, installations or another fast-paced operational environment
- Previous experience supervising, coaching or supporting a team
- Strong organisation and prioritisation skills
- Ability to manage multiple customer journeys, cases or projects simultaneously
- Confidence dealing with complex situations and customer escalations
- Experience working with KPIs, service levels and operational targets
- Excellent communication and problem-solving skills
- Strong attention to detail and commitment to accuracy
- Confidence working across different teams and building strong working relationships
- Experience using CRM, workflow or job-management systems; HubSpot experience would be a bonus
- Experience within heat pumps, renewable energy, heating, construction or home installation services would be advantageous
- Knowledge of MCS, DNO processes, planning permission or the Boiler Upgrade Scheme would be advantageous
- Applications welcome from everyone; Aira does not accept discrimination in any form
Benefits
Comp & perks- 25 days’ annual leave + bank holidays
- Health Cash Plan
- Reward Gateway (Employee Discounts)
- Hybrid working from our Manchester office, Trafford Park, M41 7LY
- A supportive, ambitious and collaborative team
- Genuine opportunities for development and career progression
- The chance to play a key role in the transition towards cleaner home energy