Head of customer connections

Head of Customer Connections
Our client exists to ensure the UK has the best full fibre networks, open to provide the best gigabit capable connectivity and broadband to UK businesses though a growing partner community.
The Role
Responsible for developing, implementing, and managing resource planning & control strategies to ensure optimal workforce allocation and operational efficiency. This dynamic role plays a key part in supporting business objectives by aligning resource capacity with customer demand, enhancing productivity, and driving cost efficiency.

Key Responsibilities
·Work Allocation & Scheduling: Prioritize tasks, ensuring SLA compliance across resource groups - Planning, Civils, Extensions, Wayleaves, Field, NOC, Contractors
·Work Control & Monitoring: Responsible for all daily orders planned and in process throughout each working day. Coordinating with internal and external teams to deliver output that supports on time delivery. Implement escalation procedures for unresolved or critical network issues.
·Production Scheduling: Creating schedules to ensure timely completion of tasks.
·Workforce Allocation: Ensure optimal deployment of resources across teams and regions to maximize productivity.
·Operational Efficiency: Identify process improvements to enhance workforce utilization, reduce costs, and improve service delivery.
·Customer Service Excellence: Ensure delivery of excellent customer service by providing proactive status updates on order journey and responding to customer inquiries and resolving issues efficiently and effectively.
·Data Analysis: Use data-driven insights to inform decision-making, ensuring resource levels align with performance targets.
·Stakeholder Management: Collaborate with senior leadership, operations teams, and HR to align resource strategies with broader business objectives.
·Reporting: Develop and maintain performance dashboards, providing visibility on resource utilization, demand trends, and KPIs.
·Risk Management: Identify potential resource shortfalls and implement contingency plans to mitigate disruption.
·Technology Integration: Lead the adoption and optimization of workforce planning tools and systems to improve forecasting accuracy and decision-making.

Key Skills & Competencies
·Strong analytical and forecasting skills with experience using data-driven insights.
·Expertise in telecoms resource planning, including network build, field operations, and customer support environments.
·Proven leadership experience with the ability to manage cross-functional teams.
·Excellent stakeholder management and communication skills.
·Strong organizational and problem-solving abilities.
·Proficiency in workforce management tools (e.g. Field Dynamics, Field Service Management etc) and data visualization platforms.

Qualifications & Experience
·Essential: Extensive experience in resource planning and workflow management, preferably in the telecoms sector.
·Desirable: Degree in Business, Operations Management or Data Analytics
·Proven track record in delivering effective resource planning strategies in a complex operational environment.
·Experience in managing large-scale workforce models and forecasting processes.

Key Performance Indicators (KPIs)
•Forecast accuracy, delivery rates, and resource utilization rates.
•Service level performance and adherence to customer SLAs.
•Cost efficiency improvements linked to resource planning decisions.
•Employee engagement and satisfaction within managed teams.

To apply, please send a copy of your CV and a covering letter to alex . drury @ nms recruit . com or, alternatively, submit your application via the link below

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