Reactive Scheduler - Nights

Lanes Group; Worthing; On-site; GBP 25,000 - 33,000; Full time

Job summary

Lanes Group in Worthing is seeking a proactive Reactive Scheduler to join our emergency response team, coordinating wastewater field engineers to reach customers in need when sewer and drainage problems arise.

Based at Durrington Head Office, the permanent full-time role offers 38.5 hours over 4 nights on/4 nights off (7:30pm–7:30am) and a salary of £28,890 per annum, with a focus on KPI targets, customer promises and safe, compliant workflows.

Responsibilities

• Allocate all works within service level agreements on behalf of Southern Water.
• Ensure work is allocated to Field Staff to meet KPI, customer promises and productivity targets.
• Ensure compliance via WNS work checks and raise follow-on activities via VISTEC as required.
• Provide assistance and guidance on customer issues and escalate to Senior Scheduler when needed.
• Support the development of a scheduling regime aligned with the Client’s Customer Vision and Journey.
• Manage emergency response requirements such as pollution and internal floods in line with stakeholder requirements.
• Act as a role model for customer excellence and promote customer service initiatives.
• Undertake other tasks reasonably requested by management.
• Collaborate with Field Management to maximise resources and resolve customer issues promptly.
• Be part of teams focused on continuous improvement and process change.
• Establish positive client relationships with regular two-way communication.
• Optimize resource use to maximise output and minimise cost.
• Champion customer experience initiatives and protect the Lanes Group brand.
• Anticipate operational or compliance risks and escalate as required.
• Ensure end-to-end process compliance and remove blockers.
• Adhere to all Lanes Group policies.
• Complete any ad-hoc tasks requested by management.

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:
Southern Water

As a trusted delivery partner, Lanes Group plays a vital role in maintaining 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:

We are looking for a proactive reactive scheduler to join our emergency response team, making sure our engineers reach customers in their hour of need when they are experiencing sewer and drainage problems - symptoms range from sewage spills to customers not being able to flush their toilets so what you will be doing really makes a difference.

Position:

Reactive Scheduler - Night Shift

Location:

Durrington Head Office, Worthing, West Sussex

Job Type:

Permanent, full-time

Hours:

4 nights on, 4 nights off, 38.5 hours per week,(7:30pm - 7:30am)

Salary:

£28,890 per annum

Key Responsibilities:

• To allocate all works associated with the wastewater network within service level agreements and as promised to the customer on behalf of Southern 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 escalte 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.
• 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 all Lanes Group policies and your responsibilities towards them.
• Any reasonable ad-hoc tasks, duties or projects requested by management.

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.