Planning & Scheduling Officer

Responsibilities

• 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 that minimises customer impact.
• Ensure all works allocation, delivery and completion is executed via SAP MRS/ECC within customer expectation and SLA.
• Efficiently allocate activities to appropriately skilled resources, creating a schedule that balances work‑type, skills, availability, location and priority to minimise travel time and optimise field operative productivity.
• Manage work schedules in real‑time to ensure all planned activities are completed to meet service levels and customer expectations.
• Own service recovery choices: manage missed appointments, no‑access visits and incomplete works, coordinating follow‑up actions and updating customers with suitable alternatives, escalating when customer satisfaction is impacted.
• Follow the escalation process to ensure any activity at risk of missing performance targets or urgent issues receives the right level of attention and prioritisation.
• Work closely with the Service Recovery team to identify next best steps and complete follow‑on actions for activities that may require further work or could inconvenience the customer.
• Monitor incoming feedback, release follow‑on tasks to maintain workflow continuity in a timely manner.
• Collaborate with customer teams to keep customers fully informed and manage expectations throughout their journey, while maintaining strong relationships with Network Operational and Technical teams to meet DCWW performance targets.
• Use operational performance reports to identify opportunities to improve scheduling efficiency and determine when work can be fully completed to “TECO” open notifications in SAP, supporting highest confidence rating in regulatory reporting and cost reduction.
• Ensure all data collection is of high standard to satisfy internal and external audits.
• Identify operational learning opportunities to improve planning and scheduling activities, customer experience, and C‑MeX / B‑MeX metrics.
• When required, conduct network assessments using GIS, Watercore, SAP and other software packages to provide data analysis that identifies possible issues early.
• Participate in a 7‑day flexible working pattern, including a standby rota, and undertake additional duties as required to meet business needs.

• Strong understanding of operational services delivery, particularly planning and scheduling.
• Knowledge of the operational business with the ability to prioritise issues, enabling teams to work efficiently and deliver optimal customer service.
• Ability to recognise and embrace challenges of driving and embedding change in a rapidly moving environment.
• Track record of meeting deadlines and prioritising workload to meet them.
• Proven record of providing excellent customer service.

• Achievement motivation – drive to produce excellent results and continually improve relationships, outputs and processes.
• Decisiveness – ability to make timely, practical and resource‑effective choices and act on conclusions.
• Communication skills – ability to exchange appropriate information with relevant people at the right time, seeking to understand and be understood.
• Corporate representation – enthusiasm and professionalism, projecting a positive image of DCWW with all contacts and stakeholders.
• Initiative – ability to influence events, identify opportunities and act on them.
• Ownership and reliability – readiness to take responsibility and be accountable for timely delivery and quality.
• Teamwork – belief in synergy and ability to work with others to achieve common goals effectively.

• Standby rota requirement.
• 8–4 and 8–6 shifts, one week on with a day off the following week.
• Working from the office in Nelson.

• Market‑competitive salary (£31,395 – £35,682 per annum).
• 34 days annual leave (pro rata, including public holidays).
• Variable pay schemes with in‑band incremental increases and yearly incentive.
• Option to buy up to 5 additional days of leave per year.
• Enhanced employer pension contributions – up to 11% employer contribution.
• Free mortgage brokering services.
• Enhanced family‑friendly policies.
• Training and coaching/mentoring programmes for progression.
• Gym, fitness and high street shopping discounts.
• Cycle‑to‑work scheme.
• Discounts at Welsh Water visitor attraction centres.
• Car‑leasing scheme and free on‑site parking at all sites.
• Health Cash Back scheme and online GP service.
• Employee assistance programme for employees and their immediate family.

Welsh Water is committed to equality, diversity and inclusion. Applications are especially welcome from minority groups, women, LGBTQ+ individuals, non‑binary people and those with disabilities. All applicants are considered fairly and with respect to legal requirements.