Incident Verification Controllers - Nights

Lanes Group; Worthing; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

24 days holiday (including bank/public

Birthday off

Health cash plan

Onsite parking

Auto enrolment pension scheme

Enhanced maternity/paternity

Job summary

Lanes Group in Durrington Head Office (Worthing, West Sussex) is hiring Incident Verification Controllers for night shifts. You will manage high-priority incidents—SEWAGE POLLUTION and FLOODING—ensuring rapid verification, evidence capture, and coordination with engineers to restore services.

The role is permanent, full-time, with 38.5 hours/week, four nights on/off. Salary up to £31,050 per annum, dependent on experience.

Qualifications

• Strong interpersonal and communication skills with professional telephone etiquette.
• Ability to assess incidents, prioritise urgent cases and coordinate engineer responses.
• Excellent written and verbal communication to provide prompt updates to stakeholders.
• Ability to multi-task, work under pressure and take initiative.

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 responsibilities.

Skills

Interpersonal skills

Communication skills

Decision making

Prioritisation

Tools

Microsoft 365

Job description

Incident Verification Controllers - Nights

We are thrilled to announce a major contract win with Southern Water! 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. 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.

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. You’ll 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 - Nights

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 (start times to be discussed at interview)

Salary: up to £31,050 per annum, depending upon experience

Benefits:

• 24 days holiday (including bank holidays)
• plus your birthday off
• health cash plan
• onsite parking
• auto enrolment pension scheme
• enhanced maternity and paternity, 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, thenwe 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:

• 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.