The posting
Lanes Group is a leading nationwide utility services provider with c.5000 dedicated employees. Our diverse subsidiaries drive our success across various sectors, contributing to a remarkable turnover of over £700 million. We are committed to excellence and innovation, ensuring we provide industry leading services to our clients and stakeholders. Join us to be part of a dynamic and growing team that values diversity and fosters professional growth.
Department:
Thames Water is the UK's largest water and wastewater company, serving around 16 million customers across London and the Thames Valley. As a trusted delivery partner, Lanes Group plays a vital role in maintaining one of the UK's most critical infrastructure networks, delivering essential wastewater and drainage services that protect communities and the environment.
Our teams carry out everything from sewer maintenance and network cleansing to CCTV inspections and pollution response, ensuring customers receive a safe, reliable, and resilient service every day.
Purpose of the role:
Due to continued growth and development, we are now looking for customer focused people to join us in our Utility Division, working on our Thames Water contract service to deliver real and effective solutions to waste-water network and drainage problems.
Location: Customer Solution Centre, Slough, Berkshire
Job Type: Permanent
Hours: Monday to Friday, (working 1 on 3 weekends) - have following Monday and Tuesday off.
Salary: £28,939 per annum
Key Responsibilities:
- To allocate all WNS contract works to Field Engineers which ensures that work is programmed to optimise Field Engineers productivity, within specified geographic.
- Transferring and recording data into multiple spreadsheets in line with the company's guidelines and standards to ensure Field engineers are able to complete works on a first time fix.
- Ensuring that all office enabling has been completed and that Field Teams have all required information & equipment to complete works on first time fix.
- Communicate with Engineers requirements for works via Salesforce, Email, Telephone & text messaging.
- To allocate work and meet all Traffic Management and Permit requirements for a geographic area.
- To be the focal point for all works allocated within the geographic area and ability to re-allocate resources where operational situations arise, without impacting on Customer promises.
- To escalate operational and customer difficulties to the Planning Manager in a timely manner, which enables solutions.
- Manage appointments made via CGS procedures and ensure that Customers are kept updated and that engineers attend as agreed.
- To monitor SLA's and reduce customer updates/callbacks to zero by ensuring that works are planned effectively and that Customers are updated via outbound.
- Maintain regular liaison and communication with the Field Engineers and Field Managers to ensure works are planned and completed as agreed.
- Monitoring email inbox to ensure all data is captured and responding in a timely manner to any emails relating to you or your direct region.
- To answer all phone calls within the agreed time frame and ensure call handling is completed as specified by the Team Manager for both inbound and outbound.
- Take responsibility and accountability for your planned works and Customers to drive up customer satisfaction and achieve required dates for all.
- Be aware of Lanes Group policies and your responsibilities towards them.
- Any reasonable ad-hoc duties requested my management
Key Requirements
Skills & Experience:
- Be hard working and respectful
- Comply with health and safety standards.
- Have great interpersonal skills to create relationships with the team, engineers, and wider Lanes Group network
- Have basic knowledge of both Microsoft 365 and Google Suite
- Have solid communication skills (both written and verbal)
- Be resourceful and proactive
- Multi-task, prioritise, work under pressure and on own initiative
- Have the ability to deal with people at different level
Living the Company Values
By embedding our companies core values and purpose into each role, ensures that every employee, regardless of their role or level, understands how their individual development and contributions align with our purpose of ‘improving today for a better tomorrow’.
Each role and value has an alignment to set proficiency levels and expectations; this role holder is expected to:
- Leading: Acts as a role model, shaping the learning agenda and influencing change.
- Agile: Anticipates learning needs, adjusts quickly to changing operational contexts.
- Nurturing: Supports the development of others through coaching and structured development plans.
- Engaging: Inspires and motivates learners, builds trust and credibility
- Safe & Secure: Ensures all learning is aligned to safety and compliance standards.
Your Contribution to the company:
· Strive to be always positive and constructive
· Adhere to all company policies
· Straight talking about the facts of the situation – open discussions are the best way to find solutions
· Help others through communicating clearly
· Deliver on commitments
· Ensure that any ideas that may enhance the productivity or systems of the company are brought to the attention of Senior Management, or your colleagues
· Deliver our Company Values understanding that by working together in unity we are ‘Stronger Together’
Equality, Diversion & Inclusion
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
