Incident Verification Controllers Night Shift

Lanes Group; Worthing; On-site; GBP 30,000 - 35,000; Full time

Job summary

A leading infrastructure delivery partner in Worthing is seeking Incident Verification Controllers for the night shift. This full-time role involves managing high-priority incidents such as pollution and flooding to ensure rapid restoration of services. Candidates should possess strong communication, analytical, and problem-solving skills. Benefits include 24 days holiday, health cash plan, and an onsite restaurant. Join a growing team dedicated to delivering exceptional customer service and operational excellence.

Benefits

24 days holiday plus bank holidays

Onsite restaurant

Health cash plan

Auto enrolment pension scheme

Enhanced maternity and paternity leave

Qualifications

• Basic knowledge of Microsoft 365.
• Strong communication skills (both written and verbal).
• Ability to multi-task and prioritize under pressure.

Responsibilities

• Assess and manage incoming incidents prioritizing urgent cases.
• Coordinate engineer responses to meet critical KPIs.
• Monitor progress and ensure swift resolution of emergencies.

Skills

Interpersonal skills

Communication skills

Analytical mindset

Problem-solving

Microsoft 365 knowledge

Job description

Overview

Incident Verification Controllers - Night Shift

We are recruiting for a number of Incident Verification Controllers as part of our frontline force ensuring urgent incidents like pollution and flooding are swiftly prioritised, verified and resolved to restore services fast. This is a fantastic opportunity to start a new career with us here at Lanes Group!

At Lanes Group nothing is more important than the health, safety and well-being of our people and our customers. Its a major reason we are the UKs largest independent specialist infrastructure delivery partner of choice with a turnover in excess of 530 million (EBITDA 45m) with over 4000 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.

As an Incident Verification Controller you will play a crucial role in ensuring that high-priority incidents are effectively managed to minimise impact and restore services promptly. This team based in our Durrington Head Office handles critical emergency situations including potential sewage pollutions and property floodings.

These incidents demand swift action with engineers required to attend as priority to assess, collect evidence and resolve the problem on-site. Youll be at the heart of this process using your exceptional decision-making and prioritisation skills to ensure incidents are handled efficiently.

Position : Incident Verification Controller - Night shift

Location : Durrington Head Office (Worthing West Sussex)

Job Type : permanent full-time

Hours : 4 nights on 4 nights off 38.5 hours average per week (7:30pm - 7:30am)

Salary : up to 30000 per annum depending upon experience

Benefits : 24 days holiday (plus bank holidays); plus your birthday off; onsite restaurant; health cash plan; onsite parking; auto enrolment pension scheme; enhanced maternity and paternity retention loyalty scheme based on length of service friendly working environment.

STRICTLY NO AGENCIES PLEASE

Responsibilities

• Assess and manage incoming incidents prioritising urgent cases.
• Coordinate engineer responses to meet critical KPIs.
• Monitor progress and ensure swift resolution of emergencies.
• Problem-solve and make quick informed decisions to mitigate impact.
• Provide prompt updates on incidents to key stakeholders.
• Ensure accurate evidence capture and event timeline is completed.
• Be aware of all Lanes Group policies and your responsibilities towards them.
• Any reasonable ad-hoc tasks duties or projects requested by management.

So if you thrive 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 Microsoft 365
• Have solid communication skills (both written and verbal) with professional telephone etiquette
• Be resourceful and proactive
• Strong analytical and solution-focused mindset
• Multi-task, prioritise work under pressure and on own initiative
• Have the ability to deal with people at different levels

This role would also suit individuals with experience in similar roles or those with an engineering background such as :

• Former engineers looking to transition into an office-based role.
• Professionals with experience in emergency operations within the utilities sector or logistics.

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.

Key Skills

Collection,Customer Service,C,Communication,Dcom,AC Maintenance

Employment Type : Full-Time

Experience : years

Vacancy : 1