National Planning and Dispatch Manager
Vital Energi is looking to appoint a National Planning and Dispatch Manager to lead and develop our O&M Planning, Dispatch and Logistics function.
This role oversees the Planning and Dispatch Team Leader and Coordinators, ensuring service levels and performance targets are consistently met, while prioritising customer safety and satisfaction and maximising engineer efficiency and productivity. The role is instrumental in driving customer satisfaction and retention, improving operational efficiency and embedding a culture of continuous improvement.
What you will be doing:
- Provide direction, support and guidance to Team Leaders and Coordinators and day‑to‑day systems support within the department, ensuring clear roles and responsibilities and that tasks are completed accurately and successfully.
- Take ownership of regional performance including productivity, SLA adherence and minimised overdue work.
- Confirm attendance with customers and handle queries and escalations.
- Lead daily planning calls with field and other operational teams.
- Ensure that portals, and any other customer requirements are updated, managed and adhered to.
- Manage follow‑up work and visits, ensure paperwork completion, parts ordering, tickets and quotations.
- Monitor service metrics to track performance and identify areas of improvement.
- Develop, monitor and report on progress with monthly report automation with the supporting and commentary.
- Implement and improve service delivery processes, tools and procedures.
- Coordinate with key stakeholders to ensure smooth workflow and communication across all teams.
- Attend and contribute to department management meetings, providing key updates on key risks, department issues and continuous improvement initiatives.
- Ensure the team are informed and aware of the business strategic growth plan encouraging their involvement.
- Escalate any risks or concerns regarding service standards and/or operational risk to the leadership team as soon as you are made aware.
- Provide support and guidance to all internal and external teams.
- Manage the team performance through 1‑2‑1, regular team meetings and disciplinary hearing if required.
Who we are looking for:
- GCSE (A‑C) minimum level in Maths and English.
- High level of confidentiality, tact and diplomacy.
- Customer service experience essential.
- Experience liaising with field‑based engineering teams.
- Client management experience essential.
Core / Technical / Safety Competencies:
Knowledge:
- Knowledge and experience of working with electronic customer service systems, including Planning and Dispatch and Gantt view planners.
- Experience in customer compliance processes such as purchase orders, invoicing and certification.
- ISO 9001, 14001 and 18001 awareness.
- Computer literate with working knowledge of all Microsoft Office Suite applications.
- Ability to work to deadlines and with minimum supervision.
A flexible approach to working practices and hours to meet the needs of the role.
The company is opposed to all forms of discrimination and will select for employment, training and promotion on the basis of suitability for the job and/or merit. It is company policy that no job applicant or employee receives less favourable treatment than another on the grounds of sex, race, colour, age, ethnic or national origins, political affiliations, religious beliefs, marital status, physical disability or is disadvantaged by unjustifiable conditions or requirements.
Applicants must have the unrestricted and ongoing right to work in the UK for the duration of employment, without the need for sponsorship. Due to the nature of this role, we are unable to support visa sponsorship or employ individuals with time‑limited permission or conditions attached to their right to work in the UK.
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