Customer Advisor - 12 Month FTC

Lanes Group; East Midlands; On-site; GBP 27,000 - 29,000; Full time

Benefits offered by this job

Pension Plans

Training & Development

Job summary

Lanes Group is seeking a customer-focused coordinator for Derby/Spondon to handle enquiries by phone, email and messaging, resolve issues promptly and keep accurate records. The role requires excellent service, strong communication and the ability to work with internal teams.

You will use Microsoft Office and CRM systems, manage a varied workload in a fast-paced environment, and contribute to targets around response times and customer satisfaction.

Qualifications

• Excellent customer service, communication and problem‑solving skills.
• Ability to investigate and resolve customer enquiries and complaints.
• Strong organisational skills to manage multiple priorities and meet targets.
• Resilient, adaptable, and professional in challenging situations.
• Competent in Microsoft Office and customer management systems with attention to detail.

Responsibilities

• Respond to customer enquiries via telephone, email & whatsapp.
• Investigate complaints and claims fairly and professionally.
• Keep customers informed throughout the resolution process.
• Update customer records and maintain accurate case notes.
• Coordinate with field teams, contractors, and operational departments.
• Meet performance targets such as response times, resolution rates, and customer satisfaction scores.

Skills

Customer service

Communication

Problem solving

Organisational skills

Microsoft Office

CRM systems

Tools

CRM software

Job description

Lanes Group is a leading nationwide utility services provider with c.5000 dedicated employees. Our diverse subsidiaries drive our success across various sectors, contributing to a remarkable turnover of over £700 million. We are committed to excellence and innovation, ensuring we provide industry leading services to our clients and stakeholders. Join us to be part of a dynamic and growing team that values diversity and fosters professional growth.

Sapphire Utility Solutions, a Lanes Group Company specialise in multiple divisions.
Severn Trent Water supplies clean, safe drinking water to millions of customers across the Midlands and surrounding areas. The company is committed to delivering reliable water services, reducing leakage, investing in infrastructure, and protecting the environment for future generations.
Through its Severn Trent Clean Water contract, the team play a vital role in maintaining the region's water distribution network. Responsibilities include repairing water mains and associated assets, delivering reinstatement and traffic management services, and supporting AMP8 objectives through leakage reduction, network renewal, and lead pipe replacement programmes.

Purpose of the Role:

The successful candidate will have excellent customer service and communication skills, strong problem-solving abilities, and the ability to manage a varied workload in a fast-paced environment. They will be confident handling customer enquiries and complaints, maintaining accurate records, and working collaboratively with internal teams to deliver positive customer outcomes. Experience using Microsoft Office applications and customer relationship management systems is desirable

• Location: Derby/Spondon
• Hours: 7.30am to 4pm Monday to Friday
• Salary: £26,500 - £29,000
• Term: 12 Month FTC

Key Responsibilities:

• Respond to customer enquiries via telephone, email & whatsapp
• Investigate complaints and claims fairly and professionally
• Keep customers informed throughout the resolution process
• Update customer records and maintain accurate case notes
• Coordinate with field teams, contractors, and operational departments
• Meet performance targets such as response times, resolution rates, and customer satisfaction scores.

Key Requirements

Skills & Experience

• Excellent customer service, communication, and problem-solving skills.
• Ability to investigate and resolve customer enquiries and complaints effectively.
• Strong organisational skills with the ability to manage multiple priorities and meet performance targets.
• Resilient, adaptable, and professional when handling challenging situations.
• Competent in Microsoft Office and customer management systems with strong attention to detail.

Desirable:

• Experience working within the utilities, water, construction, housing, or regulated sectors.
• Knowledge of water network operations, leakage, reinstatement processes
• Knowledge of CRM and case management systems
• Previous experience in a customer service, contact centre, or complaint-handling role.

Living the Company Values

By embedding our companies core values and purpose into each role, ensures that every employee, regardless of their role or level, understands how their individual development and contributions align with our purpose of ‘improving today for a better tomorrow’.

Each role and value has an alignment to set proficiency levels and expectations; this role holder is expected to:

• Leading: Acts as a role model, shaping the learning agenda and influencing change.
• Agile: Anticipates learning needs, adjusts quickly to changing operational contexts.
• Nurturing: Supports the development of others through coaching and structured development plans.
• Engaging: Inspires and motivates learners, builds trust and credibility
• Safe & Secure: Ensures all learning is aligned to safety and compliance standards.

Your Contribution to the company:

• 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’

Equality, Diversion & Inclusion

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.

• Pension Plans
• Training & Development