Planning & Scheduling Officer

Location:

Caerphilly, Wales, GB, CF46 6LY

Closing Date:
Tuesday 14th July 2026 at 23:59

Pay: £31,395.00-£35,682.00

• 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.

• 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.

• 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…