Job Description

CSC Operations Manager

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 provide essential infrastructure, drainage, wastewater and utility services to many of the UK's leading organisations, including a significant number of FTSE 100 and FTSE 250 companies. Our success is built on the expertise of our people, our commitment to doing things safely and professionally, and our focus on delivering outstanding service every day.

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.

Working in the Customer Solutions Centre (CSC), you will lead the way in delivering excellence for our customers, our stakeholders, and our people.

As a CSC Operations Manager you will bring ideas, passion and energy, and have the ability to inspire and guide your teams to succeed in delivering an essential service, measured by key metrics and standards.

We operate 24/7 and as such you are required to work flexible hours and weekends and will be required to participate in the CSC on-call rota every one in three.

Position: CSC Operations Manager

Location: Customer Solutions Centre, Slough Head Office (Slough, Berkshire)

Job Type: Permanent, full-time

Hours: Monday to Friday, 37.5 hours per week, plus on-call 1 in 3

Salary: Competitive, depending upon experience (plus car allowance)

Benefits: 24 days holiday (plus bank holidays); health cash plan; onsite parking; onsite restaurant; auto enrolment pension scheme; friendly working environment.

All applications close: Friday 2nd May 2025, 23:59
Interview to commence: Tuesday 6th May 2025

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.

• Lead approx. 50 Reactive Schedulers and Regional Coordinators via Regional Team Managers to deliver key performance targets including SLAs, customer satisfaction and quality standards.
• Create a “get it right first time” mentality, and foster ownership and accountability to meet KPIs and SLAs.
• Ensure consistent process and policy implementation across our teams, in all aspects whether that’s HR, health and safety, data protection and so on.
• Make data led decisions, including driving performance, managing resources or identifying improvement opportunities.
• Drive the delivery of continuous improvement for our current processes and systems so we operate effectively and meet changing customer expectations, ensuring your team are led effectively through change.
• Identify skills gaps and support and train regional team mangers, reactive schedulers and regional coordinators to carry out their role effectively, including liaising with learning and development to organise workshops and training sessions.
• Influence, build and maintain strong relationships with our client, our field teams and other key stakeholders.
• Manage key escalation points where necessary.
• Create an inclusive and engaging environment where all our team are supported, valued and coached to be their very best.
• Be a n advocate and role model for our people.
• Embrace and promote Lanes Group values and culture.
• Be aware of all Lanes Group policies and your responsibilities towards them.
• Undertake ad hoc projects, tasks or duties as and when required or requested by the Senior Leadership Team.

Your contribution to the company:

• Drive delivery of key contractual KPIs
• Drive delivery of excellent customer experience for both external and internal customers – supporting the productivity and utilisation of our field teams
• Drive team engagement, supporting performance outcomes and reducing attrition
• Provide close collaboration and relationship building with our client
• 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’

So if you enjoy working in a dynamic team 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 have effective organisation skills and the ability to multitask and prioritise your workload is important. Having strong interpersonal, relationship building, networking skills and communication is crucial to the role as is having a professional demeanour to engage with all stakeholders. Being proficient in Microsoft Office Suite and strong attention to detail is imperative. Adaptability, flexibility and resilience is key. Previous experience in change management and data analytics and reporting is beneficial.

Qualifications & Requirements:

• Previous experience in a managerial role is essential
• Experience in the drainage, utilities or retail industry will be beneficial
• A full UK drivers licence
  

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.

Please note: we do reserve the right to close this advertisement early if we receive a sufficient number of suitable applications.