Out of Hours Call Handler

Lanes Group; Eccles; On-site; GBP 17,000 - 19,000; Full time

Job summary

Lanes Group is seeking an experienced call handler to join our reactive out of hours team in Manchester, based in Eccles, with an hourly rate of £12.71. This role covers Saturday and Sunday shifts from 8am to 5pm and supports key accounts and on-call engineers.

You will manage inbound/outbound calls, log essential information, and coordinate promptly with engineers to ensure urgent works are completed, while delivering high levels of customer service across 365 days a year.

Qualifications

• Previous data entry experience.
• Previous experience in customer service.
• Excellent IT skills (Excel, Word) and the ability to learn new in house IT systems.
• Excellent communication skills.

Responsibilities

• Working as part of a team you will be handling incoming and outgoing calls for key accounts & call out customers.
• Liaising with on call service engineers and the management teams to ensure works are carried out promptly.
• Ensuring that all calls are answered and information logged.
• Achieve KPI's and provide the vital admin support to enable engineers to keep working 365 days per year 24/7.
• Working quickly and calmly whilst providing a high level of customer service focus to our client base.

Skills

Data entry

Customer service

IT skills

Communication skills

Tools

Excel

Word

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.

Department: Drainage/Depot Network consists of a strategically located depot network across the UK, spanning from Aberdeen to Plymouth. Enabling rapid response to customer requirements and providing round-the-clock coverage, 365 days a year.

This extensive footprint allows Lanes to combine local responsiveness with national capability, ensuring consistent service standards while maintaining close relationships with regional customers and infrastructure partners.

Purpose of the Role

Choose a career with the UK's biggest independent drainage specialist. We are looking for an experienced call handler to join our reactive out of hours team in Manchester.

About the Role

Shift Pattern: Saturday and Sunday (8am - 5pm)

Location: Eccles, Manchester

Hourly Rate: £12.71 per hour.

Key Responsibilities

• Working as part of a team you will be handling incoming and outgoing calls for key accounts & call out customers.
• Liaising with on call service engineers and the management teams to ensure works are carried out promptly.
• Ensuring that all calls are answered and information logged.
• Achieve KPI's and provide the vital admin support to enable engineers to keep working 365 days per year 24/7.
• Working quickly and calmly whilst providing a high level of customer service focus to our client base.

Key Requirements

Skills & Experience

• Previous data entry experience.
• Previous experience in customer service.
• Excellent IT skills (Excel, Word) and the ability to learn new in house IT systems.
• Excellent communication skills.

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.