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Description
This leadership role oversees planning and customer service functions within the organization. Responsibilities include supervising the External Planning Manager, ensuring safe and compliant digging activities, and managing the Customer Call Centre to provide exceptional service. Key tasks involve coordinating between teams, monitoring performance, resolving operational issues, and reporting to senior management. Collaboration with the TMA Manager to reduce permit-related charges and maintaining strong relationships with Highway Authorities are also essential. A focus on team development, collaboration, and continuous improvement is vital to enhance efficiency and customer satisfaction.
Key Responsibilities
* Oversee External Planning Manager: Supervise the team managing permits, schedules, and digging plans, ensuring safety and regulatory compliance.
* Manage Customer Call Centre Operations: Oversee the customer care team to ensure high-quality service and satisfaction.
* Coordination and Collaboration: Facilitate communication between planning and customer service teams for seamless operations.
* Performance Monitoring: Evaluate team performance and implement improvements.
* Reporting: Prepare reports on activities, identify trends, and suggest improvements.
* Problem Solving: Address operational challenges and implement solutions.
* Training and Development: Provide growth opportunities and foster a positive work environment.
* Work with TMA Manager: Collaborate to reduce permit recharges, FPNs, and S74 charges, maintaining relationships with Highway Authorities.
Innovation and Collaborative Working
* Promote Innovation: Support innovative ideas and continuous improvement.
* Collaborative Working: Ensure effective cross-department collaboration.
* Best Practices: Share and implement industry best practices.
Experience and Qualifications
* Leadership or management experience
* Knowledge of planning and scheduling systems (SAP/Advantex) is advantageous
* Exceptional customer service skills
* Experience in Utilities sector
* Strong verbal communication skills
* Proficiency in computer use
Salary and Benefits
We offer a competitive salary and comprehensive benefits. Network Plus is an Equal Opportunity Employer, celebrating diversity and promoting an inclusive environment. We welcome applications from ex-Armed Forces personnel, reservists, veterans, cadet instructors, and military spouses/partners.
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About Network Plus
Network Plus is an award-winning provider of utility and infrastructure services across the UK. We value diversity and are committed to creating an inclusive environment where all employees can thrive and contribute regardless of background or circumstances.
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