Planning & Customer Manager

Network Plus; Derby; On-site; GBP 45,000 - 60,000; Full time

Job summary

An established industry player is seeking a dynamic leader to oversee planning and customer service functions. This pivotal role involves supervising teams, ensuring compliance, and driving exceptional customer satisfaction. You will collaborate across departments to enhance efficiency and foster innovation while managing a dedicated workforce. With a focus on continuous improvement, this position offers the chance to make a significant impact in a supportive and diverse environment. If you are passionate about leadership and service excellence, this opportunity is perfect for you.

Qualifications

• Previous team leadership or management experience.
• Good knowledge of planning and scheduling systems.
• Exceptional Customer Service skills.

Responsibilities

• Oversee External Planning Manager and ensure compliance.
• Manage Customer Call Centre operations for high-quality service.
• Monitor performance and implement improvements.

Skills

Team Leadership

Customer Service

Planning and Scheduling

Problem Solving

Communication Skills

Tools

SAP

Advantex

Job description

Application Deadline: 6 June 2025

Department: Severn Trent Water

Location: Derby (Celanese Road)

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 the team that handles 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 the planning and customer service 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 any issues or challenges that arise in the planning and customer service processes. Implement solutions to prevent recurrence and improve overall operations.
• Training and Development: Provide training and development opportunities for team members to enhance their skills and knowledge. Foster a positive and productive work environment.
• Work with TMA Manager: Collaborate with the TMA Manager to reduce permit recharges, Fixed Penalty Notices (FPNs), and Section 74 (S74) charges. Build and maintain relationships with relevant Highway Authorities
  
  

Innovation and Collaborative Working:

• Promote Innovation: Encourage and support innovative ideas and approaches within the planning and customer service teams. Foster a culture of continuous improvement and creativity.
• Collaborative Working: Facilitate cross-functional collaboration and teamwork. Ensure that all departments work together effectively to achieve common goals and deliver exceptional results.
• Best Practices: Identify and implement best practices in planning, scheduling, and customer service. Share knowledge and insights with team members to drive excellence and innovation.
  
  
  

Experience and Qualifications

• Previous team leadership or management experience
• Good knowledge of planning and scheduling systems (SAP/Advantex) would be an advantage
• Exceptional Customer Service skills
• Experience of working in Utilities
• 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 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 status, or any other applicable characteristics protected by law.

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

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