CMAC Group
Senior Planning Assistant
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Senior Planning Assistant
Senior Planning Assistant – Fixed-Term Contract
📍 Accrington, fully office-based 📅 12-month fixed-term contract 🕒 12-hour shifts (4 On, 4 Off duties, weekday shifts)
About the Role
The Senior Planning Assistant plays a key role in delivering exceptional customer service by managing and coordinating customer transport and accommodation bookings. The role ensures that all pre-planned bookings are processed accurately and within agreed service levels, while also supporting supplier recruitment and allocation activities.
Working closely with customers, suppliers, and internal stakeholders, the role ensures seamless service delivery, supports operational excellence, and provides guidance and training to team members as required.
What Success Looks Like
- Customer bookings are processed accurately and within agreed SLA requirements
- Customer communications are handled professionally, efficiently, and to a high standard
- Suitable suppliers are identified and allocated to jobs in a timely and cost-effective manner
- Team members receive appropriate support, training, and guidance
- Supplier and recruitment processes are managed effectively with issues escalated where necessary
- Job checking, invoicing support, and operational administration are completed accurately
- Strong collaboration is maintained across all departments to ensure excellent customer outcomes
Core Responsibilities
Customer Service & Booking Management
- Process pre-planned transport and accommodation bookings in accordance with customer requirements and agreed service levels
- Maintain regular communication with new and existing customers via telephone, email, and written correspondence
- Manage all pre-planning enquiries with a focus on timely resolution
- Generate and issue customer correspondence related to transport and accommodation arrangements
- Book hotels, flights, and rail travel for business clients as required
Supplier Management & Recruitment
- Regularly review unassigned jobs and identify suitable suppliers
- Allocate jobs to the most commercially advantageous supplier, ensuring maintenance of service quality
- Generate and issue supplier confirmations and acceptance documentation
- Escalate any supplier performance issues, inaccuracies, or inconsistencies to management
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Team Support & Leadership
- Support the core day-to-day management of the Planning team, fostering a positive, high-performing, and customer-focused culture
- Develop training materials and support: onboarding, coaching, and ongoing team development
- Conduct regular one-to-one meetings, probation reviews, and Performance Development Reviews (PDRs), providing constructive feedback and identifying development opportunities
- Assist in workforce planning, including holiday management, absence monitoring, and team coverage
- Provide guidance, support, and assistance to colleagues on operational queries and escalations
- Support management with quality checks, invoicing activities, and operational administration
- Act as the key point of contact for the team and provide cover for the Assistant Manager during absences
Operational Support
- Work collaboratively with other departments to support business objectives
- Maintain accurate records and documentation
- Undertake additional duties and projects as needed to support operational objectives
- Continuously identify opportunities to enhance processes, efficiency, and service delivery
About You
You are an organised, customer-focused professional who thrives in a fast-paced operational environment. You possess strong communication skills, a keen attention to detail, and the ability to manage competing priorities effectively.
You enjoy collaborative teamwork while also being comfortable taking ownership of tasks independently. You are proactive, solutions-focused, and deeply committed to providing exceptional service to customers, suppliers, and colleagues.
Your Expertise
Essential
- Previous experience within the transport, travel, or taxi industry
- Exceptional customer service and relationship management skills
- Fluent verbal and written communication
- Strong organisational and time-management abilities
- Ability to prioritise workload effectively in a demanding environment
- Strong problem-solving skills and attention to detail
- Competence to work independently and as part of a team
- Strong IT skills with experience using business systems and Microsoft Office applications
- National geographical knowledge
- GCSEs (or equivalent) in Maths and English
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Desirable
- Experience in booking transport, accommodation, and travel services
- Previous experience supporting or training colleagues
- Experience with supplier management and allocation activities
- Understanding of SLA-driven operational environments
About CMAC Group
We’re on a mission to keep the world moving—wherever, whenever people need it.
✅ "Disruption shouldn’t stop people in their tracks." From delayed flights to complex transport challenges, we make the complicated simple—getting people where they need to be safely and effortlessly.
Who We Are
Since 2007, we’ve built a technology-led platform that connects clients to a trusted global network, moving over 5 million passengers annually across the UK, Europe, and beyond.
What We Do
We partner with:
- Airlines
- Rail providers
- Major corporations
- Emergency services
Delivering 24/7 solutions through our family of brands, no matter the need—whether scaled for neutral disruption or high-critical-time journeys.
💡 More than moving people, we solve real-world challenges.
Our Values
CMAC Group actively promotes equality, diversity, and inclusion (EDI).
Our aim is to ensure a respectful workplace where: 🌈 Everyone connected—employees, customers, Board Members, suppliers, and partners—has equal opportunities to participate. 🌈 We welcome and support people from all backgrounds and identities, regardless of:
- Age
- Disability
- Gender reassignment
- Marital or civil partnership status
- Pregnancy or maternity
- Race
- Religion or belief
- Sex
- Sexual orientation
🌟 We value the unique abilities individuals bring to our teams and business. Our aim is an environment where everyone feels respected, empowered, and able to thrive.
Our Commitments
- An equal opportunities employer—fair, accessible, and equitable treatment is central to how we operate.
- We .welcome applications from all suitably qualified candidates. Make us part of how you move forward.
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