Reactive Scheduler

Lanes Group; Slough; On-site; GBP 27,000 - 33,000; Full time

Job summary

Lanes Group is seeking a customer-focused coordinator to join our Thames Water contract team in Slough. This permanent, full-time role operates on a 4 days on/4 days off pattern, averaging 38.5 hours weekly, with a salary of £29,711.08 per year.

You will allocate, schedule and monitor reactive wastewater network and drainage works, using Salesforce to keep jobs on track against SLAs and KPIs. You’ll liaise with field teams and clients to deliver safe, efficient service.

Qualifications

• Customer facing or call centre experience preferred.
• Experience handling inbound/outbound calls beneficial.
• Ability to communicate clearly and professionally.

Responsibilities

• Allocate and schedule reactive wastewater network and drainage works within SLAs and customer commitments.
• Manage workloads using Salesforce dashboards to monitor and progress jobs.
• Maximise field resource utilisation and operational efficiency.
• Update customers and stakeholders with delays or changes.
• Ensure compliance with company and client processes.
• Support the management of emergency incidents and pollution events.
• Coordinate permits for emergency works.
• Contribute to scheduling process improvements.
• Keep customer experience at the center of decisions and activity.
• Build relationships with clients, engineers and teams.
• Identify risks impacting service delivery and mitigate.

Skills

Customer service

Phone support

Microsoft 365

Google Suite

Interpersonal skills

Multi-tasking

Communication skills

Work under pressure

Teamwork

Tools

Salesforce

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

Thames Water is the UK's largest water and wastewater company, serving around 16 million customers across London and the Thames Valley.As a trusted delivery partner, Lanes Group plays a vital role in maintaining one of the UK's most critical infrastructure networks, delivering essential wastewater and drainage services that protect communities and the environment.

Our teams carry out everything from sewer maintenance and network cleansing to CCTV inspections and pollution response, ensuring customers receive a safe, reliable, and resilient service every day.

Purpose of 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 Thames Water contract service to deliver real and effective solutions to waste-water network and drainage problems.

Location: Slough

Job Type: permanent, full time

Hours: 4 days on 4 days off, 38.5 hours weekly average, working both early and late shifts

Salary: £29,711.08per annum

Key Responsibilities

• Allocate and schedule reactive wastewater network and drainage works within agreed SLAs and customer commitments.

• Manage and prioritise reactive workloads using Salesforce, ensuring all jobs are accurately scheduled, monitored, updated, and progressed through dashboards and reporting in line with customer commitments, SLAs, KPIs, and operational requirements.

• Effectively manage workloads to maximise field resource utilisation, productivity, and operational efficiency.

• Monitor work progress andupdate customers and stakeholders through jeopardy management and proactive updates when delays or changes occur.

• Ensure all work complies with company and client processes through work checking systems and raise follow-on activities where required.

• Support the management of emergency incidents, including internal flooding and pollution events, ensuring timely and effective resolution.

• Work closely with Field Managers and operational teams to ensure customer issues are resolved safely, efficiently, and to a high standard.

• Coordinate, raise, and manage permits for emergency works, ensuring the safe, compliant, and efficient delivery of urgent jobs.

• Contribute to the continuous improvement of scheduling processes and ways of working.

• Ensure customer experience remains at the centre of all decision-making and operational activity.

• Build and maintain positive working relationships with clients, operational teams, and key stakeholders.

• Identify risks that may impact service delivery or compliance and take appropriate action to mitigate or escalation.

• Ensure compliance with all End-to-End processes, Health & Safety, HR, and company policies and procedures.

• Handling inbound and outbound communications, including answering customer and engineer calls, responding to queries, providing updates, and making outbound calls to coordinate works, resolve issues, and ensure timely job progression.

• Undertake any other reasonable duties as requested by management.

Key Requirements

Skills & Experience

• Prior background in a customer facing or customer service role preferred.

• Experience handling inbound/outbound phone communications in a B2C or call centre environment is advantageous, though full training will be provided for the right candidate.

• Be hard working and respectful with an excellent work ethic

• 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 both Microsoft 365 and Google Suite

• Have solid communication skills (both written and verbal)

• Be resourceful and proactive

• Multi-task, prioritise, work under pressure and on own initiative

• Have the ability to deal with people at different levels

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.