Customer Service Manager jobs in United States

Department: Severn Trent Water

Employment Type: Permanent - Full Time

Location: Brunel House, Derby

Reporting To: Eleanor Bird

Compensation: £29,874 / year

42.5 hours p/w (including 30 minute unpaid lunch)

07:00-15:30

As Admin Team Team Leader, you will manage a team of Planners and Schedulers who plan, schedule, dispatch and organise work, delivered by the supporting operational teams. 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. Demand for work may undergo large peaks, especially in certain seasons of the year where demand may be high or temperatures drop and fluctuate.

You will be expected to steer your team of planners respond to peaks and troughs in workloads and adopt a flexible working arrangement. You will lead by example, demonstrating fantastic adherence to quality performance metrics and most importantly, customer service.

We are looking for someone to:

• 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 team – considering aspects such as work basket size, maintaining resource data in the scheduling system, maximising the productivity of gangs – particularly in respect of minimising travel times / distances where possible
• Review planning dependencies, such as Streetworks notices, permits, traffic management requirements and ensure that all work dispatched to teams have fundamental safety pre-requisites completed accurately
• Own and resolve any in-day planning and scheduling issues, which may have a negative impact on Network Plus’s performance
• Ensure compliance is maintained in line with contractual KPIs and SLAs for R&M and Leakage services
• Manage the office environment with line management responsibility for a minimum of 4 Planners and Schedulers

• deally you will have experience working in Utilities previously
• Experience in a planning / coordinator role
• Experience of running and mentoring a team
• Ability to prioritise workload, multi-task and work under tight time pressures
• Excellent communication skills
• High attention to detail
• Logical mind

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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