OUT OF HOURS 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.
You will play a key role as part of a small team providing an essential service for our customers. You will be responsible for the timely allocation and despatch of high priority works to engineers to meet service level agreement (SLA) and timescales that have been set out by Thames Water to our customers. You will manage all work on the out of hours engineers and take any relevant action required to ensure work is seen through to completion.
As a key part of customer management, you will be required to action any tasks in relation to customer updates via proactive jeopardy management, general customer call backs or action any updates that relate to any outstanding jobs. It can be a stressful time for customers, so you have the opportunity to make a real difference.
Position: Out of Hours Coordinator
Location: Customer Solution Centre, Slough, Berkshire
Job Type: permanent, full time
Hours: 4 nights on 4 nights off, 38.5 hours (working 7pm to 7am)
Salary: £30,000 per annum depending upon experience
Benefits: 24 days holiday; personal learning; workplace pension; free parking; free access to wellbeing support; friendly working environment

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.

• Act as a focal point for multiple areas and own all aspects of operational delivery, whilst ensuring customer satisfaction, productivity, planning, scheduling and KPI compliance is delivered in line with business expectations.
• Ensure work is ready and despatched to engineers to deliver customer promises and meet service level agreements (SLA).
• Ensure that engineers arrive to priority works within specified timeframes and support engineers to ensure the outcome of their visit is successful.
• Manage work raised out of hours to ensure work has the best chance to be completed first time by booking appointments for access, sending correct vehicles to work etc.
• Provide updates to customers through proactive jeopardy contact should there be any delays and action any outstanding customer enquiries via call backs. Ensure availability on inbound calls between specific times for any customer queries.
• Manage any traffic management and permit requirements for works out of hours to avoid any financial penalties.
• Monitor a centralised email inbox for any internal escalations of works out of hours.
• Manage any live emergency work that is affecting customers or the environment and ensure this is escalated to the correct team and sent to site as per policy and guidelines.
• Manage any event scenarios (System outages, weather events etc)
• Ensure detailed handovers are given to your colleagues to continue with the streamlined approach for service delivery throughout the day.
• Be aware of Lanes Group policies and their responsibilities towards them
• Any reasonable ad-hoc duties requested by 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.