Senior De-Looping Planner

M & A Doocey Civil Engineering Ltd.; Birmingham; On-site; GBP 80,000 - 100,000; Full time

Job summary

A family-run utility and civil engineering contractor in Birmingham is seeking a candidate to manage customer services and defect resolutions. The ideal applicant will have strong IT skills, experience with job management systems, and a customer service background. You will lead daily updates, liaise with customers, and ensure high satisfaction levels. Join us for a rewarding opportunity!

Qualifications

• Proven experience in managing CRM or job management systems.
• Strong organisational and communication skills.

Responsibilities

• Lead daily de-looping calls and manage defect resolutions.
• Coordinate with customers to maintain satisfaction within SLAs.
• Conduct customer close-outs to confirm satisfaction.

Skills

Strong IT proficiency

Customer service experience

Ability to maintain high outbound call numbers

Education

GCSEs Grade 9-4 or equivalent

Tools

Microsoft Office (Word, PowerPoint, Excel)

Job description

Company Overview

Doocey Group is a family‑run utility and civil engineering contractor with over 40 years of experience. We deliver high‑quality work on behalf of national clients such as National Grid and South Staffordshire Water, and are poised to register a £100m turnover in the near future. We value hard work, loyalty and ambition.

Responsibilities

• Lead daily de‑looping calls to review current and upcoming work, ensuring progress is on target and updates are shared with customers.
• Manage and prioritise 2hr/4hr defects, ensuring timely resolution.
• Liaise directly with customers via phone and email, providing updates, resolving queries and maintaining satisfaction within agreed SLAs.
• Coordinate planning meetings with the Planning Manager and contractors to ensure smooth delivery of works.
• Schedule and manage survey and excavation appointments, updating diaries for surveyors and communicating times to all parties.
• Track and update customer complaints and enquiries, ensuring accurate records and timely follow‑up through internal reporting systems.
• Conduct customer close‑outs to confirm satisfaction and compliance with client standards.
• Attend weekly performance and progress meetings to review targets and provide feedback.

Technical Skills & Experience

• Strong IT proficiency.
• Experience managing CRM or job management systems.
• Proven customer service experience.
• Ability to maintain high outbound call numbers.

Qualifications & Training

• GCSEs Grade 9‑4 or equivalent.
• Comprehensive knowledge of Microsoft Office software, especially Microsoft Word, PowerPoint and Excel.

Desired Attributes

• Highly organised
• Strong communicator
• Customer‑focused
• Proactive
• Detail‑oriented
• Calm under pressure
• Team player
• Adaptable and flexible
• Reliable and accountable
• Positive attitude