Customer Manager

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Customer Manager

Department: Welsh Water

Employment Type: Permanent

Location: Clydach Depot, Swansea

Description

As a Planning & Customer Manager, you will manage team leaders who are responsible for the scheduling, dispatching and organisation of work activities delivered by operational resources. The Planning and Scheduling function is at the core of the contract and has a huge influence over productivity of operational resources, customer service and safety. You will lead by example, demonstrating exceptional adherence to quality performance metrics and most importantly, customer service.

Key Responsibilities

• Manage your Planning team; overseeing their performance and delivery, ensuring KPIs and performance objectives are met
• Manage and efficiently resource your team including any OOH and weekend requirements, ensuring the office operation has adequate coverage, aligning to the field operation
• Monitor the performance of your planning and customer function - considering aspects such as SLAs, work basket sizes, backlog management, jeopardy management
• Maximise the productivity of planning - particularly in respect of minimising travel times and distance, whilst maintaining exceptional customer service
• Review your teams' planning dependencies, such as streetworks notices, permits, traffic management requirements; ensuring that all work dispatched to operational teams and meter installers have fundamental safety pre-requisites completed accurately
• Take a leading role in working closely and collaboratively with Yorkshire Water and their respective teams
• Ensure compliance with contractual KPIs and SLAs impacted by planning, noticing and customer service

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.

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