Job Title: Job Diary Team Leader
Business Unit: Harrow Green
Department: Operations
Responsible to: Head of Delivery
Location: Thurrock

Main Purpose of Job:

To lead the operational diary and resource planning process, ensuring confirmed customer commitments are converted into clear, achievable delivery plans. The role is accountable for balancing demand, capacity, suitably skilled crews, vehicles, working-time requirements and service priorities so that work is mobilised safely, efficiently and on time.

Working closely with Fleet, Warehouse, Employee Experience Manager, Customer Services and project teams, the postholder provides planning control, early risk escalation and a consistent customer-focused approach to service delivery.

Main Tasks and Responsibilities of Job:

• Maintain the operational diary, ensuring suitably skilled crews and appropriate vehicles are allocated to
  meet confirmed work requirements.
• Balance operational demand, resource capacity, working-time requirements and customer priorities to
  support reliable service delivery.
• Translate confirmed customer commitments into clear, achievable delivery plans that support an integrated, customer-focused service.
• Identify planning conflicts, resource gaps and delivery risks at the earliest opportunity, escalating issues
  where customer commitments, service standards or compliance may be affected.
• Maintain clear separation between operational scheduling and Employee Experience workforce support, ensuring effective handovers between both areas.
• Communicate schedules, amendments and priorities clearly to operational teams and key internal
  stakeholders.
• Use planning data, schedule adherence and labour utilisation insight to improve planning accuracy,
  productivity and the management of unfilled requirements.
• Lead day-to-day diary planning priorities, providing guidance to diary operators and supporting a consistent, controlled approach to scheduling decisions.
• Act as a first point of escalation for diary conflicts, resource constraints and short-notice changes, ensuring issues are assessed and progressed quickly to protect customer commitments.

Key Working Relationships:

• Direct manager: Head of Delivery.
• Key internal interfaces: Fleet for vehicle availability and compliance; Warehouse for equipment and
  operational readiness; Employee Experience for workforce availability and handover points; Customer
  Services and project teams for confirmed customer requirements, priorities and service updates.

Skills, Knowledge & Experience Required

• Proven experience in scheduling, transport planning, resourcing or operational diary management.
• Strong prioritisation, problem-solving and communication skills, with the ability to make effective decisions in a fast-paced operational environment.
• Confident use of planning systems, scheduling data and performance insight to support improved planning accuracy, labour utilisation and service responsiveness.
• Good understanding of safe working practices, competence requirements, working-time considerations and the importance of accurate operational records.

Key Performance Indicators

The following measures indicate the effectiveness of planning control, mobilisation readiness and service reliability. Final targets to be confirmed.

• On-time mobilisation: Percentage of confirmed jobs mobilised at the agreed time with the planned crew, vehicle and equipment allocation.
• Schedule adherence: Percentage of planned schedules delivered without avoidable late changes, omissions or diary conflicts.
• Labour utilisation: Effective matching of available labour to confirmed workload, reducing avoidable under-utilisation and short-notice gaps.
• Planning accuracy: Alignment between confirmed customer requirements, agreed resource plans and actual delivery requirements.
• Unfilled requirements: Number of confirmed resource requirements not allocated within the required planning timeframe.

Other Information

Based at Thurrock. Contracted hours are 37.5 hours per week, with shift and out-of-hours flexibility as required.

Compliance Responsibilities:

• Plan work in accordance with company safety standards, competence requirements, working-time rules and relevant operational procedures.
• Maintain accurate scheduling records and promptly escalate any compliance, capacity or service delivery risks.