About The Role

At Lanes Group, nothing is more important than the health, safety and wellbeing of our people, our customers and the communities we serve. As one of the UK's leading infrastructure delivery partners, we employ around 5,000 talented people across a nationwide network of depots and operational locations, delivering annual revenues in excess of £650 million

We operate 24/7 and as such you are required to work flexible hours, weekends and participate in an on-call rota. Full training/PPE/use of company equipment will be provided to ensure that all our drainage engineers have the right tools, competency and confidence to undertake the work to Lanes’ high standard of operation regardless of background or previous experience.

Working in the Customer Solutions Centre, planning is seen, both internally and externally, as an integral part of the business, driving the smooth completion of work in the field and consistently providing excellent customer service, collaboration, accountability, leadership and a multiskilled workforce.

Responsibilities

To allocate all works associated with wastewater network within service level agreements and as promised to the customer on behalf of Thames Water.
To ensure all work is allocated to Field Staff to enable KPI’s, Customer promises and productivity targets to be met and customers are updated where delays occur.
To ensure full compliance via WNS work checking and raise follow on activities via VISTEC as required.
To give assistance, support and guidance on all customer related issues as they arise and escalate issues to Senior Scheduler in a timely manner.
To support the development and implementation of a comprehensive scheduling
regime which fully aligns with the Client’s own Customer Vision and ‘Customer Journey’ and supports Lanes Group operational requirements.
To ensure any emergency response requirements such as pollution and internal floods are actioned and resolved in accordance with all stakeholder requirements, supporting both the Client and any other agencies involved.
To be a role model for customer excellence and ensure that all staff and operatives embrace and implement the customer service aspirations of the Contract.
Undertake any other work as reasonably required of you by the Customer Operations Manager or Senior Scheduler.
Work closely with Field Management teams to maximise resources and ensure customer issues are resolved as timely as possible and to an industry leading standard.
Be part of high performing teams that embrace a culture of continuous improvement, delivering process change and operational efficiencies.
Ensure all H&S, HR and other Lanes Group policies are fully adhered to
Establish positive and productive client relationships, ensuring regular, constructive two-way communication.
Ensure all resources are utilised effectively - maximising output whilst minimising cost.
Act as a customer champion supporting the design and implementation of customer experience initiatives and protecting Lanes Group brand and reputation and safeguarding against future claims and disputes.
Anticipate future operational or compliance risks, mitigating or escalating as required.
Ensure end to end process compliance, identifying and removing blockers and ineffective ways of working.
Be aware of all Lanes Group policies and your responsibilities towards them
Any other reasonable ad-hoc duties, tasks or projects as requested by the Senior Leadership Team

So if you enjoy working in a fast paced environment and delivering only the best in customer service, where no two days are the same and want to join a growing company that not only values you and your ability - but also strives to develop your potential and further your career progression, then we are the right Company for you.

What is essential is the ability to work safely to quickly diagnose and deliver practical and efficient solutions to attain the highest levels of customer satisfaction.

At Lanes Group, we are dedicated to fostering a diverse and inclusive workplace where everyone feels valued and empowered. We believe that our differences make us stronger and are committed to providing equal opportunities for all employees. We welcome and encourage applications from individuals of all backgrounds, including those from underrepresented groups. Join us in our commitment to creating a more inclusive and diverse world.

Lanes Group are a signatory of the 'Charter for Employer Positive About Mental Health' run by Mindful Employer.

Requirements

Proven, relevant experience within a fast moving, time critical, customer service environment
Evidence of previous scheduling and planning to field based teams
Professional telephone etiquette
Polite and effective email communication

Confidentiality

Organisation

Interpersonal, relationship-building and networking skills
Ability to multitask and prioritise your workload
Must have appropriate travel means to be able to work associated shift patterns.
Desirable (or progression possibilities)
Previous Water / Wastewater industry experience
23 days holiday (including bank holidays); health cash plan; onsite parking; onsite restaurant; personal learning; auto enrolment pension scheme; friendly working environment.
Hours: 4 days on 4 days off, 38.5 hours weekly average, working both early and late shifts
Salary: £27,803 per annum