Job Description
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
\n
1. \nOversee 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.
\n
2. \nManage 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.
\n
3. \nCoordination and Collaboration: Facilitate co...