- Effectively manage the team to meet weekly, monthly, and annual operational and performance KPIs.
- Lead by example, promoting end-to-end customer service excellence within the daily activities of the department.
- Develop a culture of customer-centric business among team members and within the wider Alcumus Group.
- Act as the ultimate escalation point for customer queries and contribute to resolving complaints within the planning department.
- Produce and report on weekly and monthly KPIs, including diary movements, cancellation fees, customer satisfaction, WIP, and NB scheduling.
- Encourage teamwork and lead internal communication initiatives between planning and field, operation, and technical teams.
- Ensure each team member has clear objectives and provide regular feedback to benchmark performance. Act as a coach and mentor to maximise individual potential within the team.
- Instil a disciplined approach to customer feedback and issue resolution, implementing agreed-upon KPIs.
- Work collaboratively with Regional Team Managers to optimise diary management and auditor utilisation while balancing auditor well-being.
- Collaborate with Sales and Key Account Managers to ensure effective client onboarding processes and maximise the sales conversion rate.
- Ad hoc duties assigned by line manager.
- Demonstrates clear and effective communication in both written and verbal interactions.
- Proven ability to organize tasks efficiently and manage multiple responsibilities simultaneously.
- Over 3 years of office-based managerial experience dealing with internal and external stakeholders.
- Practical experience in Active Resource Management methodologies.
- Proficient in Microsoft Office suite.
- Experience with XL Spreadsheets and Computer-Based Diarising Systems.
- Ability to work under pressure and meet tight deadlines.
- Demonstrates effective multitasking and project management capabilities from initiation to completion.
- Approachable and engaging demeanour.
- Good attention to detail in all tasks.
- Strong listening skills with patience and pragmatism.
- Reliable and organised in managing responsibilities.
- Advanced computer and reporting skills
- Familiarity with Project Management Methodologies
- 2+ years of Line Management Experience
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Planning Manager - Manchester, United Kingdom - Alcumus
Description
The Planning Manager is responsible for leading and managing a team of planning coordinators to ensure the seamless execution of all operational and administrative aspects for our clients. Employing Active Resource Management methodologies, the role focuses on meeting contractual obligations and exceeding client expectations.
What that means day to day
What you'll need to be successful
Essential
Desirable:
What you'll get in return
FOR THE HERE AND NOW – We provide a mature and flexible 'work your way' culture, generous holiday allowance, a 'giving day' to give back to others, enhanced family friendly leave (regardless of gender), an employee assistance programme, 24-hour online GP, gym discounts, cover for a variety of healthcare, dental, optical and wellbeing treatments/services, a cycle to work scheme and paid time off when you're physically and mentally unwell.
FOR FUN – You spend a significant percentage of your time with your colleagues (and what a great bunch of people they are) and it's important to us that everyone contributes to an environment that is positive and full of laughs. We've always got something going on, from charity events and competitions to recognition events and awards and we encourage our teams to get involved and have fun along the way.
