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 is at our heart, supporting our people to ensure they are engaged with purpose, rewarded, and recognized whilst delivering absolute 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, we ensure our organization 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: £26,000 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 manage and prioritize the stack of high-risk and complex work, which requires planning in accordance with our client, Thames Water's, Customer Risk Index (CRI) Model.
Plan and resolve high-risk and highly emotive customer journeys including flooding and pollution.
Manage the planning and resolution of highly complex works including access requirements, complex streetworks, and permit compliance.
Effectively manage in-day planning and coordination of work across all available crews, with a focus on resolving recurring challenges.
Proactively manage the customer journey through to resolution, demonstrating customer advocacy in every interaction.
Work 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 callback tasks and associated requests.
Collaborate with colleagues across the wider CSC team and other service stakeholders.
Effectively utilize all available technology, ensuring compliance with the use of technology across planning and scheduling.
Be an active participant in a culture of continuous improvement, flagging possible inefficiencies and suggesting improvements.
Support junior and less experienced colleagues by mentoring and upskilling them.
Undertake any other reasonable duties, activities, or projects as required.
Be aware of Lanes Group policies and your responsibilities towards them.
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 values you and your ability, 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 both Microsoft 365 and Google Suite.
Have solid communication skills (both written and verbal) with professional telephone etiquette.
Be resourceful and proactive.
Multi-task, prioritize, work under pressure, and on own initiative.
Have the ability to deal with people at different levels.
We are an equal opportunities employer and welcome applications from under-represented areas of the community.
Lanes Group are a signatory of the 'Charter for Employer Positive About Mental Health' run by Mindful Employer.
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