Planning & Customer Manager

Go Traffic Management Limited; Derby; On-site; GBP 45,000 - 60,000; Full time

Job summary

An established industry player is seeking a Planning & Customer Manager to lead the planning and customer service functions. This pivotal role involves supervising teams, enhancing operational efficiency, and ensuring exceptional customer service. You will coordinate efforts between departments, monitor performance, and report to senior management while fostering an innovative and collaborative environment. If you have a passion for leadership and a commitment to continuous improvement, this opportunity is perfect for you.

Qualifications

• Proven team leadership or management experience in a relevant field.
• Strong customer service skills and ability to foster team development.

Responsibilities

• Oversee planning and customer service operations, ensuring compliance and efficiency.
• Facilitate collaboration between teams to enhance customer satisfaction.

Skills

Team Leadership

Customer Service

Problem Solving

Communication Skills

Education

Experience in Utilities Sector

Knowledge of Planning and Scheduling Systems

Tools

SAP

Advantex

Job description

Planning & Customer Manager

Application Deadline: 6 June 2025

Department: Severn Trent Water

Employment Type: Full Time

Location: Derby (Celanese Road)

Reporting To: Zane Chapman

Compensation: £45,000 - £60,000 / year

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 include coordinating efforts between teams, monitoring performance, resolving operational challenges, and reporting to senior management. You will also work closely with the TMA Manager to reduce permit-related charges and maintain strong relationships with Highway Authorities.

A focus on team development, collaboration, and continuous improvement is essential to drive efficiency and customer satisfaction.

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 the 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 foster a positive work environment.
• Work with TMA Manager: Collaborate to reduce permit recharges, FPNs, and S74 charges. Maintain relationships with Highway Authorities.

Innovation and Collaborative Working

• Promote Innovation: Support innovative ideas within teams, fostering continuous improvement and creativity.
• Collaborative Working: Facilitate cross-department collaboration to achieve goals and deliver results.
• Best Practices: Share and implement best practices in planning, scheduling, and customer service to drive excellence.

Experience and Qualifications

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

Salary and Benefits

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

Network Plus is 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.

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