Customer Service Manager (Planning North)

  • Job Reference: NWGMY552991
  • Date Posted: 17 November 2020
  • Location: Durham
  • Salary: On Application

Job Description

Customer Service Manager (Planning North)

Full time – 37 Hours per week


Salary – circa £55,000 + Benefits

Location – Pity Me, Durham

About the role

We’ve a great opportunity to become our Customer Service Manager (Planning North) as part of our Customer Operations team to ensure the operation is an innovator in leading best practice across the northern planning centre.

We’re looking for you to lead the Planning North team to ensure service levels and key targets, including productivity and efficiency measures are achieved. You’ll ensure that systems and new technology are embraced to deliver unrivalled experiences contributing to NWG becoming the national leader.

You’ll lead a planning and scheduling centre of excellence, which will be accountable for generating operational plans for below ground water and sewerage assets. We’re looking for you to work closely with key stakeholders, including the field teams and operations Contact Centre, ensuring that there is a one team approach to delivering efficient and consistent services which achieves unrivalled customer experience.

We’re looking for you to contribute to writing and delivery of the Planning Centre of Excellence business plan and processes ensuring alignment to overall strategic objectives. You’ll be accountable for the inbound and outbound case management of water and sewerage operational customer journeys, accurate job promotion and income for chargeable services, along with the effectiveness of the POD’s which must have strong, trusting relationships with key stakeholders across water and sewerage.

You’ll ensure best practise planning that provides an excellent internal and external customer experience through effective and efficient planning and scheduling of field activities, along with contributing to the overall Customer Experience. In addition you will have specific accountability for the Planning experience and ensuring that RASWA noticing meets the required standard and resources are scheduled effectively.

About you

We’re looking for you to have proven understanding and demonstrable positive experience of, planning and/or operational processes, along with proven experience of creating working environments where teams have high levels of engagement and achievements.

Experience of scheduling systems and operating practices within the planning environment would be beneficial. You will also have proven customer experience knowledge and skills in leadership and management within a large team environment.

We’re looking for you to be results orientated with a proven track record in delivery of customer experience improvement, along with the ability to facilitate an effective leadership team and oversee the linkage between business processes and departments. You’ll enjoy analysing data, so you have good analytical skills as well as evaluative judgement based on the analysis of factual and qualitative information.

It would be great if you had an understanding of how the function interacts and collaborates with other functions across the directorate and business to achieve business objectives, along with an understanding of the industry and commercial awareness along with knowledge of challenges and changes in the sector.

We welcome applications from all who are suitably qualified and especially encourage applications from the under-represented sections of our community.

If you are successful to being shortlisted to interview, we will be holing these w/c 14th December.

What we will give you

At Northumbrian Water we want you to be the best you can be and we also want you to feel it’s a great place to work. Frequently people spend their career with us, some because they’ve found their niche, others because of the opportunities to progress through the organisation.

We’re the great company we are because of our people and as our way of saying thanks, we offer a wide range of benefits and discounts to take advantage of including; buying and selling holidays, discounts and cashback offers, free fishing, workplace ISA and cycle2work.

About us

Northumbrian Water is more than just a water company. We are one team, fulfilling many roles, working together to ensure our customers have clean, fresh, running water, whilst providing great customer service, protecting the environment, and supporting local communities.

We Live Water, all our amazing people are helping us become the national leader in the provision of sustainable water and waste water services.