Planning & Scheduling Officer

What you’ll be responsible for

• Carry out efficient scheduling of planned and reactive work, allocating field resources effectively and issuing clear job requirements to ensure efficient, right first time completion minimising customer impact.
• Ensure all works allocation, delivery and completion is delivered via SAP MRS / ECC within customer expectation / SLA
• Efficient allocation of activities to an appropriately skilled resource, producing an effective schedule of work based on work-type, skills, availability and/or geographic location and work priority to minimise travel time between jobs, and optimising field operative productivity. 
• Manage work schedules in real-time to ensure that all activities planned are completed to meet the service level and our customers’ expectations.
• Own service recovery choices managing missed appointments, no access visits, and incomplete works, determining and coordinating appropriate follow up actions. You will ensure that customers have been updated and suitable alternatives have been made, with escalation where customer satisfaction is impacted.
• Follow the escalation process to ensure that any activity that is ‘at risk’ of not meeting performance targets, urgent issues (i.e internal flooding, loss of water supply or quality issues) and/or customer expectations receives the right level of attention and prioritisation
• Work closely with the Service Recovery team to identify next best steps and complete any follow-on any actions required for activities which may require further work, or which are likely to cause some inconvenience to the customer.
• Be responsible for monitoring incoming feedback, raising/releasing of follow on tasks required to ensure continuity of workflow in a timely manner.
• Work collaboratively with the customer team to ensure that customers are kept fully informed and expectations are managed through their journey and maintain strong working relationships with Network Operational and Technical teams to ensure DCWW meets its performance targets.
• Interrogate Operational Performance reports to gain insight around performance, opportunities to improve scheduling efficiency and determine when work can be fully completed to “TECO” open notifications in SAP, to support highest confidence rating in regulatory reporting and reduce cost.  
• Ensure all data collection is of high standard to satisfy internal and external audits.
• Identify operational learning opportunities to improve planning and scheduling activities, the customer experience and C-MeX / B-MeX
• When required, undertake network assessments using GIS, Watercore, SAP and other software packages to provide data analysis that could identify possible issues at the earliest opportunity.
• Participate in a 7 day flexible working pattern including standby rota and undertake any additional duties as required to meet business needs.

About you

Experience

• Thorough understanding of operational services delivery and  in terms of planning and scheduling activities.
• Knowledge of the operational business, with the ability to ensure issues are prioritised, enabling operational teams to work as efficiently as possible and customers always receive the best possible level of service.
• The ability to recognise and rise to the challenges of driving and embedding change in a rapidly moving environment.
• The ability to work to defined deadlines, and prioritise workload to meet those deadlines.  
• A proven track record of providing excellent customer service.

Knowledge & Skills

• Achievement Motivation – The drive and energy to produce excellent results and to continually find ways of improving relationships, outputs and processes.
• Decisiveness – the ability and readiness to make timely, practical and resource effective choices and to act on conclusions reached.
• Communication skills – the drive and ability to exchange appropriate information with relevant people at the right time. The desire and skills to seek first to understand as well as to be understood. To be as open as confidentiality allows.
• Corporate Representation – the enthusiasm and ability to manage by example and to project a positive and professional image of DCWW with all contacts and stakeholders at all times.
• Initiative – The ability to influence events rather than passively accept them. The ability to see opportunities and to act on them.
• Ownership and Reliability – the readiness to take responsibility for projects or issues and to be accountable for their timely delivery and quality.
• Teamwork – The belief in the value of synergy; the drive and ability to work with others to achieve a common goal in an optimally effective way. 

Good to know

• Standby rota requirement
• 8-4 and 8-6 one week with a day off the following week
• Working from the office in Nelson
• If you would like further information on this role, please contact Joanne.Coleman@dwrcymru.com

Benefits

As well as a market competitive salary, 34 days annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:

• Variable pay schemes (your salary band will remain the same, but performance depending, you could receive an incremental within-band increase and a yearly incentive)
• Option to buy additional annual leave up to 5 days per year
• Enhanced employer pension contributions – Up to 11% employer contributions
• Free Mortgage Brokering Services 
• Enhanced family friendly policies
• Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
• Gym and fitness discounts as well as high street shopping
• Cycle to work scheme
• Discount off all Welsh Water visitor attraction centres and gift shops
• Car-leasing scheme and free on-site parking at all sites
• Health CashBack scheme and access to an online GP service
• An employee assistance programme for employees and their immediate family
• Many more can be found on our website. 

Due to the nature of the industry, we require satisfactory references, post offer medical clearance, and a criminal records Basic Disclosure check on all new employees joining the business.

For some roles there may be additional checks and security clearance required, and this offer is subject to all checks being satisfied. You will receive further information on how to complete these checks via email once you have accepted this offer.

Who we are

Dŵr Cymru Welsh Water keep 3 million people healthy each day with safe, reliable water, and take away wastewater to clean, before returning it safely to our beautiful rivers and seas.

To be able to deliver high quality, essential services which help to protect the health of our customers, colleagues and our environment, we need the right people to deliver on our vision.  This is achieved by living our core values and demonstrating the core behaviours that underpin them.  The security of our people, assets and information is key to us, so we are looking for people who understand and comply with the company’s required security objectives.

We know that the most successful teams are the most diverse teams. Equality, diversity and inclusion provide the very foundation to our culture at Welsh Water. We want every individual to feel confident, proud and able to bring their whole selves to work. 

To ensure an improved representation in our workforce, applications are particularly welcome from minority groups including Black, Asian and Minority Ethnic people, Females, LGBT+, Non-binary and people with disabilities. Together we continue to build a workplace that not only celebrates the diverse voices of our colleagues but also represents each customer we serve.

In essence, ours is a company based on trust, openness, respect, commitment and honesty. A company that our colleagues are proud to work for.