Regional Coordinator

At Lanes Group nothing is more important than the health, safety and well-being of our people and our customers. It’s a major reason we are the UK’s largest independent specialist infrastructure delivery partner of choice with a turnover in excess of £530 million, (EBITDA £45m), with over 4,000 brilliant people and a countrywide network of operational locations. Our services cover the majority of the FTSE 100 & 250 respectfully.

Strong leadership being at our heart, supporting our people ensuring they are engaged with purpose, rewarded and recognised whilst delivering absolute exacting operational excellence being a leading entity and enviable delivery team embracing quality and compliance in our overarching delivery, one of our fundamental key differentiators.

In this critical role of ensuring our organisation is known for being the best in everything we do, known for leaving a legacy of absolute quality and compliance and, keeping our promises at all times is our absolute mantra.

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.

Position: Regional Coordinator

Location: Customer Solution Centre, Slough, Berkshire

Job Type: permanent, full time

Hours: Monday to Friday, 37.5 hours, working 1 in 4 weekends with the following Monday and Tuesday off in lieu

Salary: £27,081 per annum

Benefits: 24 days holiday (plus bank holidays); onsite restaurant; personal learning; workplace pension; free parking; free access to wellbeing support; friendly working environment

About 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.

• Effectively managing and prioritising the stack of high risk and complex work, which requires planning in accordance with our client, Thames Water’s, Customer Risk Index (CRI) Model.
• Planning and resolving high risk and highly emotive customer journey’s including flooding and pollution.
• Managing the planning and resolution of highly complex works including access requirements, complex streetworks and permit compliance.
• Effectively managing in-day planning and coordination of work across all available crews, with focus on resolving recurring challenges (e.g., topping up crews with additional work, managing vehicle issues and monitoring productivity).
• Proactively manage the customer journey through to resolution, demonstrating customer advocacy in every interaction.
• Working in adherence to documented processes and procedures, escalating issues as required.
• Aim for and work with your team to reach 100% quality compliance on auditing of all call back tasks and associated requests.
• Collaborate with colleagues across the wider CSC team and other service stakeholders (e.g., Field teams, Operations Contact Centre, Thames Water Office, Technical Specialists...).
• Effectively utilise all available technology, ensuring compliance with the use of technology across planning and scheduling, inclusive of any outages.
• Be an active participant in a culture of continuous improvement, flag possible inefficiencies and suggest improvements to ways of working, no matter how small.
• Planners are highly skilled and able to seamlessly flex between roles and regions to effectively manage demand.
• Support junior and less experienced colleagues by mentoring and upskilling them.
• Undertake any other reasonable duties, activities or projects as required or requested by management.
• Be aware of Lanes Group policies and your responsibilities towards them.
  
  

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.

About You

The ideal candidate will:

• 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 Microsoft 365
• Have solid communication skills (both written and verbal) with professional telephone etiquette
• Be resourceful and proactive
• Multi-task, prioritise, work under pressure and on own initiative
• Have the ability to deal with people at different levels
  
  

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.