Customer Planning Technician - Customer Response and Streetworks

Scottish Water; Glasgow; On-site; GBP 29,000 - 36,000; Full time

Job summary

Scottish Water is seeking a Customer Planning Technician to join their team in Glasgow. This role involves planning and scheduling work to ensure compliance with streetworks legislation and deliver excellent customer service. With 38 days of holiday, flexible working options, and a commitment to work-life balance, this position offers a rewarding opportunity to make a difference in Scotland.

Benefits

38 days of holiday plus the option to buy more

Paid time off for community volunteering

Family-friendly policies for maternity and parental leave

Annual company bonus

Access to rewards saving program (SW Splash)

Qualifications

• Ability to work in a planned environment and manage urgent workloads.
• Committed to excellent customer service and effective communication.
• Willingness to embrace change and continuous improvement.

Responsibilities

• Plan and manage projects to ensure customer satisfaction.
• Maintain communication with councils regarding road actions.
• Maximize resource efficiency and manage risks to critical assets.

Skills

Excellent communication

Customer service focus

Proactivity

Ability to prioritize workloads

Tools

Aurora (Street Works Register)

NRSWA legislation

Workflow Management Systems

Scheduler Systems (e.g., Salesforce)

Job description

Together we are Trusted to Serve Scotland.

It’s not every job where you make a difference for the people of Scotland. But it’s what’s behind every job here. The work we do keeps Scotland’s water flowing, from reservoir to tap – and from sewer to treatment plant.

Join us as a Customer Planning Technician within our (CR&S) team. Together we’ll protect Scotland’s most precious natural resource: our water.

The CR&S team are involved in the planning and scheduling of customer generated work, including burst repairs, lead pipe renewals and ironworks. We are responsible for ensuring compliance with the New Roads and Streetworks Act (NRSWA).

As a Customer Planning Technician within the team, you will be required to prioritise and plan work to meet customer SLAs, whilst ensuring NRSWA compliance and keeping the customer informed at all stages of progress.

What you’ll do

Your day-to-day will include planning and managing all sorts of work to make sure our customers are happy. From those planned projects to unexpected situations, you'll be on top of it all. You'll be the go-to person for letting the councils know about all the action happening on the roads. You'll be the brain behind the operation, working out maintenance plans and using your skills to maximise the efficiency and effectiveness of available resources and assets, and managing the risk to the businesses critical assets. You'll be an excellent communicator, keeping our customers in the loop every step of the way and you'll be the bridge between our operations and our Alliance Partners. Basically, you'll be making sure everything runs smoothly, all while being ready to handle anything unexpected that comes our way.

What you’ll need

You will have the ability to work in a planned environment and prioritise workloads alongside managing urgent work that may arise. You'll be customer-focused, committed to going the extra mile to ensure excellent customer service is provided. You'll be proactive and driven with the desire to take ownership of the customer journey to ensure highest level of customer experience.

Excellent communication skills are essential in this role, and you will have the ability to drill down to understand the root cause of a problem, work well with other team members and have a desire to embrace change and culture of continuous improvement.

It would be beneficial if you also had a working knowledge of; Aurora (Street Works Register) system, NRSWA (New Roads Street Works Act) legislation, Workflow Management Systems (e.g., Ellipse/Salesforce); Scheduler Systems (e.g. Salesforce) and experience of stakeholder management.

Looking out for you

While the work we do is important, we know it’s not the only thing that matters. That’s why we make sure you have everything you need to find a good work-life balance.

You’ll get plenty of time to recharge with 38 days of holiday every year (including public holidays). And you can even buy five more if you need a little extra time. You can also take paid time off to volunteer in your community.

When it comes to major life events we have family-friendly policies around adoption, maternity, and parental leave. And for the everyday? We embrace flexible working.

For your future, there’s our pension (the ‘know-what-you’ll-get-when-you-retire’ kind), as well as life assurance.

As for some nice extras? You can expect an annual company bonus. Not to mention access to SW Splash – handy rewards that can save you money on holidays, bills, and shopping.

The not-so-small print

This role will be a Grade 5. If you’re new to Scottish Water, you’ll join us on a starting salary of £29,800. Performance-driven pay progression would then allow you to move through the range to a maximum of £35,760.

If you’re interested in this role – or know someone else who might be - we’ll be accepting applications until midnight on Tuesday 17th June 2025. And we’re aiming to do interviews for this role w/c 23rd June 2025.

Job offers at Scottish Water are conditional, and will be confirmed on completion of our pre-employment screening, e.g. referencing, criminal record checks, license checks, etc. Screening is conducted on our behalf by a third party, and must be completed before your start date. Don’t worry - we’ll only start these checks once you’ve accepted an offer.

A few final things worth knowing…

Research shows that some people avoid applying for jobs unless they can meet every single criteria. If you’re interested in this job, but don’t tick all the boxes, apply anyway! We hardly ever hire people who can do every part of a job from Day One. Everyone has a learning curve. So don’t rule yourself out!

Let us know if there are any changes we can make to our recruitment process to help you perform at your best. Lots of our people have disabilities or neurodiverse conditions (including some of our recruiters!). We're also aware that some people might be experiencing temporary challenges because of life events, like menopause. We’re very used to making adjustments, so please don’t be afraid to ask.

As part of our commitment to developing a flourishing Scotland, it’s important that all our employees are Scottish taxpayers. If you join us, your home address will need to be in Scotland. If you don’t already live here, you'll need to commit to moving here within your first three months.

Finally (finally!), candidates who haven’t submitted an application in the last 12 months will have their records removed from our recruitment database. You won’t need to do anything. Your data will be automatically deleted.

We’re here to help. Ask us anything at [e-mail]