Customer Service Centre Leader Location: Wakefield Employment type : Full Time, Permanent Working Hours: Monday to Friday What’s in it for you… We believe in looking after our people, and it shows. When you join Ipsum, you’re not just taking a job — you’re starting a career with real support behind it. 24 days annual leave plus bank holidays Option to buy 5 additional holidays. Group Personal Pension Plan Career development & progression with the opportunity to earn professional qualifications 24/7 access to a virtual GP and Mental health support & counselling services Cycle to Work scheme Discount club - supermarkets, phone bills, gyms & more! Life assurance cover Enhanced Maternity Pay Long service recognition Active local social committees Regular social events Paid volunteering opportunities in your community About the role… We have a fantastic opportunity to join our Team in Wakefield Private Networks Division as a Customer Service Centre Leader - Responsible of Planning & Coordination for the strategic and operational deployment of approximately 35 High Voltage Service Engineers across the UK, supporting a customer base of around 500 clients. The role ensures that resource planning, scheduling, and coordination activities are delivered safely, efficiently, and in line with customer commitments, while maximising utilisation, driving operational performance, and fostering high levels of employee engagement. As a Customer Service Centre Leader you will… Resource Planning & Deployment Lead the national planning, scheduling, and coordination team Ensure optimal deployment of engineering resources to meet contractual SLAs, reactive works, and planned maintenance activities Balance capacity, skills, geography, and customer priority to maximise engineer utilisation and productivity Own short‑, medium‑, and long‑term resource planning to support workload variance, outages, and growth Operational Excellence & Efficiency Drive continuous improvement in planning processes, workflows, and performance metrics Use data and operational insight to improve first‑time fix, travel efficiency, job duration accuracy, and schedule adherence Identify and mitigate operational risks, ensuring business continuity during periods of high demand or change Service Management Platform (ILJ/ Depotnet) Act as the functional owner of Depotnet from a planning and coordination perspective Ensure Depotnet is used consistently and effectively for scheduling, work allocation, job tracking, and performance reporting Lead improvements in data quality, compliance, and user adoption across planners and engineers Work closely with IT and operational stakeholders to support system enhancements and optimisation Customer Satisfaction Ensure delivery of a high‑quality, reliable service across all customers Proactively manage customer priorities, escalations, and service impacts arising from resource constraints Collaborate with customer and contract management teams to align planning performance with customer expectations and contractual obligations Leadership & Employee Engagement Lead, coach, and develop the Planning & Coordination team to create a high‑performing, engaged, and resilient function Promote a positive culture of accountability, collaboration, and continuous improvement Support engineer engagement by ensuring fair workloads, predictable schedules where possible, and clear communication Act as a role model for company values, health & safety, and inclusive leadership Performance & Reporting Define, monitor, and report on key KPIs including utilisation, productivity, SLA performance, backlog, and customer satisfaction Provide insight‑driven recommendations to senior management to support decision‑making Contribute to operational reviews and business planning activities Health and Safety Ensure all planning and deployment activities fully comply with health & safety, regulatory, and technical standards Support safe systems of work through effective coordination and planning discipline About you… HNC / NVQ in a Business / Electrical discipline desirable. Results‑driven with a strong focus on efficiency and service quality Calm and decisive under pressure Collaborative leader who values people development and engagement Commercially aware with a strong customer‑centric mindset Experience of operating in a commercial, multi-divisional organisation. Good financial and commercial acumen. Good knowledge of Health and Safety practice and Risk Assessment. Previous experience working in the High Voltage industry desirable. Proven experience leading planning and coordination functions within a field‑based, technical or utilities environment Strong understanding of resource deployment, utilisation management, and service delivery Experience managing large, geographically dispersed engineering workforces Hands‑on experience with service management / scheduling platforms, ideally Depotnet Strong analytical skills with the ability to use data to drive operational improvements Confident stakeholder management across operational, commercial, and customer teams Results‑driven with a strong focus on efficiency and service quality Calm and decisive under pressure Collaborative leader who values people development and engagement Commercially aware with a strong customer‑centric mindset Our commitment to Equal Opportunities… We’re proud to be an equal opportunities employer. We welcome applications from all backgrounds and experiences, and we’re committed to building a diverse and inclusive workforce. Before applying, please review our Privacy Policy to understand how we process your data in line with GDPR. Next steps… If you’re interested in this opportunity, please apply or reach out to the Talent Team for more info!