Planning & Customer Manager

TN United Kingdom; Derby; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dynamic leader to oversee planning and customer service functions. This role involves supervising the External Planning Manager and the Customer Call Centre operations, ensuring compliance and exceptional service delivery. You'll foster collaboration between teams, promote innovation, and implement best practices to drive efficiency. Join a company that values diversity and inclusion, where your leadership will make a significant impact on essential utility services across the UK.

Qualifications

• Previous team leadership or management experience required.
• Knowledge of planning and scheduling systems is advantageous.

Responsibilities

• Supervise the External Planning Manager and Customer Call Centre operations.
• Monitor team performance and implement improvements.

Skills

Team Leadership

Customer Service

Planning and Scheduling Systems (SAP/Advantex)

Problem Solving

Computer Literacy

Job description

This leadership role is responsible for overseeing both the planning and customer service functions within the organization. You will supervise the External Planning Manager, ensuring the safe and compliant execution of all digging activities, and manage the Customer Call Centre operations to deliver exceptional service.

Key Responsibilities

• Oversee External Planning Manager: Supervise the Planning Manager responsible for managing permits, schedules, and plans all digs. Ensure the creation of safe digging utility packs and compliance with all relevant regulations.
• Manage Customer Call Centre Operations: Oversee the Customer Call Centre Manager who manages the customer care team, including inbound and outbound phone call operators. Ensure high-quality customer service and satisfaction.
• Coordination and Collaboration: Facilitate communication and collaboration between planning and customer service teams to ensure seamless operations and customer satisfaction.
• Performance Monitoring: Monitor and evaluate the performance of both teams. Implement improvements and provide feedback to enhance efficiency and effectiveness.
• Reporting: Prepare and present regular reports on planning and customer service activities to senior management. Identify trends, issues, and opportunities for improvement.
• Problem Solving: Address and resolve issues or challenges in planning and customer service processes. Implement solutions to prevent recurrence and improve operations.
• Training and Development: Provide training opportunities for team members to enhance skills and knowledge. Foster a positive work environment.
• Work with TMA Manager: Collaborate to reduce permit recharges, FPNs, and S74 charges. Build and maintain relationships with Highway Authorities.

Innovation and Collaborative Working

• Promote Innovation: Encourage innovative ideas and approaches within teams. Foster a culture of continuous improvement and creativity.
• Collaborative Working: Facilitate cross-functional collaboration to achieve common goals and deliver results.
• Best Practices: Identify and implement best practices in planning, scheduling, and customer service. Share knowledge to drive excellence and innovation.

Experience and Qualifications

• Previous team leadership or management experience
• Knowledge of planning and scheduling systems (SAP/Advantex) is advantageous
• Exceptional Customer Service skills
• Experience in Utilities
• Highly computer literate

Salary and Benefits

We offer a competitive salary based on experience along with a full benefits package.

Network Plus is proud to be an Equal Opportunity Employer. We celebrate diversity and do not discriminate based on race, religion, colour, nationality, sex, sexual orientation, age, veteran status, disability, or other protected characteristics.

We are Armed Forces-friendly and welcome applications from ex-Armed Forces personnel, reservists, veterans, cadet instructors, and military spouses/partners.

By applying, you agree to our privacy policy regarding personal information.

Network Plus delivers essential utility and infrastructure services across the UK and values a diverse, inclusive workforce where everyone can thrive.