Job Description

Proactive Operations Planner

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.

Position: Proactive Operations Planner

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: £27083 per annum

Benefits: 24 days holiday; 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.

• 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.

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 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 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.