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.

We understand that privacy and the security of your personal information is extremely important. By applying for this role, you agree to the terms of our privacy policy.

About Network Plus

Network Plus is an award-winning business delivering essential utility and infrastructure services for the UK’s major providers of gas, power, telecoms, transport, water, and wastewater.

We value the variety of experience, perspective, and other points of difference our workforce, clients, and supply chain offer.

We are actively working with colleagues across the Network Plus Group to develop an inclusive environment – we want all our employees to feel valued and included to enable everyone to thrive at work and understand the value of their contribution matters no matter their background, identity, or circumstances.