Customer Advisor

Lanes Group; East Midlands; On-site; GBP 24,000 - 30,000; Full time

Job summary

Lanes Group plc, the UK's largest independent provider, seeks a confident, customer-focused complaints handler to manage issues from initial contact to resolution, keeping customers informed and coordinating with field teams.

Based at our Derby area site, you will work 40 hours per week with no weekend work. You will use BigChange and Severn Trent systems to investigate, log, and progress cases while delivering outstanding customer service.

Qualifications

• Previous experience in a customer service, complaints handling, administration or coordination role.
• Excellent verbal and written communication skills.
• Strong investigative and problem-solving abilities with a natural attention to detail.
• Ability to work across multiple systems and manage information from various sources.
• Confident handling difficult or challenging customer conversations.
• Ability to remain calm, professional and empathetic under pressure.
• Strong organisational and time management skills.
• Ability to prioritise workload and manage multiple cases simultaneously.
• Good IT skills, including experience using several software platforms.
• Self-motivated with the ability to work independently and as part of a team.

Responsibilities

• Acting as the first point of contact for customer complaints relating to the STW Clean Water contract.
• Logging complaints accurately onto the BigChange system and carrying out an initial investigation.
• Contacting customers to acknowledge complaints, gather additional information and provide updates on next steps.
• Coordinating with operational teams and arranging site visits where required.
• Using multiple internal systems, including Severn Trent systems, E20, Capital App and BigChange, to investigate and track cases.
• Determining whether complaints fall within the remit of the business and directing enquiries to the appropriate organisation where necessary.
• Liaising with field teams, supervisors and internal stakeholders to gather evidence and resolve customer concerns.
• Maintaining accurate records and ensuring all complaint information is documented correctly.
• Managing challenging conversations professionally and confidently while maintaining a positive customer experience.
• Ensuring complaints are progressed efficiently and resolved within agreed timescales.
• Supporting continuous improvement by identifying recurring issues and trends.

Skills

Customer service

Complaint handling

Investigation

Communication

Multisystem navigation

Empathy under pressure

Time management

Tools

BigChange system

Severn Trent systems

E20

Capital App

Job description

This is an excellent opportunity for a confident and customer-focused individual who enjoys investigating issues, solving problems and working collaboratively with operational teams to deliver excellent customer service. The role is responsible for managing customer complaints from initial contact through to resolution, ensuring customers are kept informed throughout the process while coordinating with internal departments and field teams.

About the role

• Location: Vocun Yard, Stoney Gate Road, Spondon, DE21 7RX
• Salary: From £27,000
• Hours: 40 hours per week, Monday to Friday
• No weekend working required
• Start Date: ASAP
  

Responsibilities - but not limited to

• Acting as the first point of contact for customer complaints relating to the STW Clean Water contract.
• Logging complaints accurately onto the BigChange system and carrying out an initial investigation.
• Contacting customers to acknowledge complaints, gather additional information and provide updates on next steps.
• Coordinating with operational teams and arranging site visits where required.
• Using multiple internal systems, including Severn Trent systems, E20, Capital App and BigChange, to investigate and track cases.
• Determining whether complaints fall within the remit of the business and directing enquiries to the appropriate organisation where necessary.
• Liaising with field teams, supervisors and internal stakeholders to gather evidence and resolve customer concerns.
• Maintaining accurate records and ensuring all complaint information is documented correctly.
• Managing challenging conversations professionally and confidently while maintaining a positive customer experience.
• Ensuring complaints are progressed efficiently and resolved within agreed timescales.
• Supporting continuous improvement by identifying recurring issues and trends.

Experience and qualifications required for the role

• Previous experience in a customer service, complaints handling, administration or coordination role.
• Excellent verbal and written communication skills.
• Strong investigative and problem-solving abilities with a natural attention to detail.
• Ability to work across multiple systems and manage information from various sources.
• Confident handling difficult or challenging customer conversations.
• Ability to remain calm, professional and empathetic under pressure.
• Strong organisational and time management skills.
• Ability to prioritise workload and manage multiple cases simultaneously.
• Good IT skills, including experience using several software platforms.
• Self-motivated with the ability to work independently and as part of a team.

Desirable

• Experience within the utilities, water, construction or infrastructure sectors.
  Previous complaints investigation experience.

What you will get in return

In joining Sapphire Utility Solutions as part of the Lanes Group, the UK's largest independent provider, we are committed to fostering a workplace culture that prioritises the well‑being, growth and safety of our employees. Through continuous training, professional development opportunities and a supportive environment that values every individual's unique contribution, we empower our team to uphold the highest standards of integrity, collaboration and inclusivity.

This is an exciting opportunity to join a busy and supportive team, where no two days are the same. The role offers the chance to make a genuine difference to customer experience while developing valuable skills in investigation, stakeholder management and operational coordination.

The Lanes Group plc comprises a range of established service provider subsidiaries, which complement the specialist services of Lanes by both work type and geography, increasing our overall capability, assets and offering to our customers.

We are an equal opportunities employer and welcome applications from under-represented members of the community.

Strictly no agencies please.