Reactive Scheduler

Lanes Group Plc; Slough; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Onsite restaurant

Free parking

Workplace pension

Wellbeing support

24 days holiday

Job summary

Lanes Group Plc is hiring for a Customer Scheduler in our Utility Division on the Thames Water contract, delivering practical solutions to wastewater network and drainage issues. You will allocate works, drive KPIs, update customers, and ensure compliance.

We offer a permanent, full-time role with 4 days on 4 days off (38.5 hours weekly), onsite restaurant, pension, free parking, wellbeing support, and 24 days holiday. Join a safety-conscious team committed to customer excellence.

Qualifications

• Hard working and respectful.
• Comply with health and safety standards.
• Great interpersonal and communication skills.

Responsibilities

• Allocate all works associated with wastewater network within SLAs.
• Ensure work is allocated to Field Staff to meet KPI's and customer promises.
• Support and escalate issues to Senior Scheduler in a timely manner.
• Assist, support and guidance on all customer-related issues as they arise.
• Develop and implement scheduling regimes aligned with the Client's Customer Vision and Journey.
• Escalate emergency response requirements and coordinate with stakeholders.
• Establish positive client relationships and maintain regular two-way communication.
• Maximise resources and minimise cost while ensuring safety and compliance.

Skills

Microsoft 365

Google Suite

Communication skills

Interpersonal skills

Multi-tasking

Prioritisation

Work under pressure

Team collaboration

Health & safety awareness

Job description

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.

• To allocate all works associated with wastewater network within service level agreements and as promised to the customer on behalf of Thames Water.
• To ensure all work is allocated to Field Staff to enable KPI's, Customer promises and productivity targets to be met and customers are updated where delays occur.
• To ensure full compliance via WNS work checking and raise follow on activities via VISTEC as required.
• To give assistance, support and guidance on all customer related issues as they arise and escalatte issues to Senior Scheduler in a timely manner.
• To support the development and implementation of a comprehensive scheduling
• regime which fully aligns with the Client's own Customer Vision and 'Customer Journey' and supports Lanes Group operational requirements.
• To ensure any emergency response requirements such as pollution and internal floods are actioned and resolved in accordance with all stakeholder requirements, supporting both the Client and any other agencies involved.
• To be a role model for customer excellence and ensure that all staff and operatives embrace and implement the customer service aspirations of the Contract.
• Undertake any other work as reasonably required of you by the Customer Operations Manager or Senior Scheduler.
• Work closely with Field Management teams to maximise resources and ensure customer issues are resolved as timely as possible and to an industry leading standard.
• Be part of high performing teams that embrace a culture of continuous improvement, delivering process change and operational efficiencies.
• Ensure all H&S, HR and other Lanes Group policies are fully adhered to
• Establish positive and productive client relationships, ensuring regular, constructive two-way communication.
• Ensure all resources are utilised effectively - maximising output whilst minimising cost.
• Act as a customer champion supporting the design and implementation of customer experience initiatives and protecting Lanes Group brand and reputation and safeguarding against future claims and disputes.
• Anticipate future operational or compliance risks, mitigating or escalating as required.
• Ensure end to end process compliance, identifying and removing blockers and ineffective ways of working.
• Be aware of Lanes Group policies and your responsibilities towards them.
• Any reasonable ad-hoc duties requested my management.

So if you enjoy 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.

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 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

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.

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.,

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.

Job Details

• Job Type: permanent, full time
• Hours: 4 days on 4 days off, 38.5 hours weekly average, working both early and late shifts
• Salary: £27,803 per annum
• 24 days holiday (plus bank holidays)
• onsite restaurant
• personal learning
• workplace pension
• free parking
• free access to wellbeing support
• friendly working environment