Night Team Manager

Lanes Group; Worthing; On-site; GBP 32,000 - 44,000; Full time

Benefits offered by this job

24 days holiday (plus bank holidays)

health cash plan

onsite parking

onsite restaurant

auto enrolment pension scheme

friendly working environment

Job summary

Lanes Group in Worthing is seeking a Night Team Manager to lead a busy 4-on/4-off night shift in our call centre, guiding frontline staff to deliver outstanding customer service while meeting KPIs and SLAs.

You will develop your team, coach and conduct reviews, ensure safety and compliance, and collaborate with Operations and client stakeholders to resolve high-priority incidents.

Qualifications

• Proven ability to lead and develop call centre teams.
• Strong coaching and feedback skills.
• Excellent communication with stakeholders.
• Customer service mindset with focus on quality.

Responsibilities

• Lead and inspire your team to achieve high performance with support, motivation, and collaboration.
• Provide coaching and development plans to drive individual and team growth.
• Monitor and report KPI and SLA performance, addressing gaps.
• Handle escalated calls and customer issues with professionalism.
• Ensure health, safety and policy compliance across the team.

Skills

Team Leadership

Coaching

Communication

Customer Service

Performance Management

Job description

Night Team Manager

At Lanes Group, nothing is more important than the health, safety and wellbeing of our people, our customers and the communities we serve. As one of the UK's leading infrastructure delivery partners, we employ around 5,000 talented people across a nationwide network of depots and operational locations, delivering annual revenues in excess of £650 million.

We provide essential infrastructure, drainage, wastewater and utility services to many of the UK's leading organisations, including a significant number of FTSE 100 and FTSE 250 companies. Our success is built on the expertise of our people, our commitment to doing things safely and professionally, and our focus on delivering outstanding service every day.

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 a Night Team Manager within our call centre, you will continue to provide leadership and guidance to your team, driving both individual and collective performance. Your role is pivotal in supporting the development of your team members, ensuring that they are equipped, motivated, and empowered to consistently meet key performance indicators (KPIs) and service level agreements (SLAs).

You will focus on achieving business objectives while maintaining a positive and people-focused environment, ensuring that high standards of customer service are upheld at all times.

Position: Night Team Manager

Location: Durrington Head Office (Worthing, West Sussex)

Job Type: permanent, full-time

Hours: 4 night on, 4 nights off, 44 hours per week (Training can be up to 3 months and will take place Monday - Friday during daytime hours, typically 08:00-16:00)

Salary: £38,295 per annum

Benefits:

• 24 days holiday (plus bank holidays)
• health cash plan
• onsite parking
• onsite restaurant
• auto enrolment pension scheme
• friendly working environment

About the Role:

Due to continued growth and development, we are now looking for customer focused people to join us in our Utility Division, working on our Southern Water contract service to deliver real and effective solutions to waste-water network and drainage problems.

Direct Reports:

• Frontline call centre Staff

Organisational Relationships:

Key Stakeholders:

• Durrington Team
• Senior Leadership Team
• Human Resources
• Health & Safety
• Field Operations Teams

External Stakeholders:

• Client(s)
• Customers

Key responsibilities & duties:

Responsibilities:

Team Leadership & Development:

• Lead and inspire your team to achieve excellent performance, creating an environment of support, motivation, and collaboration.
• Ensure team members are provided with continuous feedback, coaching, and development opportunities to drive both individual and team growth.
• Provide a positive role model through your actions, setting a high standard of performance, behaviour, and professionalism.
• Encourage personal development by identifying training needs and implementing tailored development plans.
• Organise and facilitate one-to-one meetings, team reviews, and training sessions to promote continuous improvement.

Performance Management:

• Monitor, analyse, and report on team performance against agreed KPIs and SLAs, ensuring that performance targets are consistently met or exceeded.
• Proactively identify areas for improvement within your team and take appropriate actions to address performance gaps.
• Assist team members in achieving both individual and team goals through motivation, effective communication, and hands-on support.
• Handle performance issues effectively and in line with company policies, using coaching techniques to improve team output.

Customer Service Excellence:

• Ensure that your team delivers exceptional customer service in line with company standards and Southern Water's requirements.
• Deal with escalated calls and complaints in a calm, professional manner, ensuring the best possible outcome for the customer and the business.
• Work closely with the Operations Manager and Southern Water Duty Manager to ensure that service delivery meets customer expectations while remaining cost-effective.
• Collaborate with the wider management team to share best practices and drive improvements in customer service.

Communication & Collaboration:

• Communicate effectively with both your team and senior management to ensure alignment of objectives and expectations.
• Maintain an open and transparent line of communication between team members and the wider management team.
• Work collaboratively with internal departments and the client to coordinate the effective response to high-priority incidents and events.
• Collaborate with field teams to ensure that high priority issues are managed effectively, creating a seamless process.

Health & Safety & Compliance:

• Ensure your team operates in accordance with the company’s health and safety procedures and adheres to all internal and external compliance regulations.
• Maintain awareness of, and adhere to, all company policies, including data protection, confidentiality, and safeguarding.
• Address any health and safety concerns that arise within the team and escalate where necessary.

Employee Engagement & Well-being:

• Create a positive, people-focused environment where team members feel supported and valued.
• Promote a healthy work-life balance and support employees in achieving their personal and professional goals.
• Support the well-being of your team members by maintaining a positive, open environment where feedback is encouraged, and concerns are addressed promptly.
• Engage in regular conversations about team morale, providing encouragement, recognising achievements, and addressing concerns.

It is not an exhaustive list, and the successful candidate may be required to undertake additional tasks as necessary to meet the business needs.

Note: In addition to these functions outlined above, personnel are required to carry out such other duties as may be reasonably required in order to support the objectives of the Group/ Company/ Region/ Division

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 be:

• Leading
• Agile
• Nurturing
• Engaging
• Safe & Secure

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’

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.

Please note: We do reserve the right to close this advertisement early if we receive a sufficient number of suitable applications.