Regional Team Manager

Lanes Group; Slough; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

24 days holiday

Health cash plan

Onsite parking

Onsite restaurant

Auto enrolment pension scheme

Friendly working environment

Job summary

Lanes Group is seeking a Regional Team Manager for our Customer Solution Centre in Slough. The role is permanent and full-time, with hours Monday to Friday, 37.5 hours and a 1-in-4 weekend rota, plus occasional on-call duties.

You will lead a regional team of around 15 Coordinators and Reactive Schedulers, driving planning excellence and high customer satisfaction. You will build a capable, engaged team through recruitment, development and coaching, while ensuring safe working practices and

Qualifications

• Ability to lead a multi-skilled team and drive engagement.
• Experience in planning, scheduling and performance management.
• Strong communication and problem-solving skills to resolve customer issues.

Responsibilities

• Train and develop the regional team and promote a positive culture.
• Build a high-performing team through recruitment, development and engagement.
• Manage day-to-day performance to ensure optimal planning and scheduling.
• Support team members in resolving customer issues and minimise impact of operational challenges.
• Collaborate with CSC team, Field Teams and Thames Water stakeholders.
• Conduct 1-2-1s, provide coaching and develop individual development plans.
• Champion the use of technology and ensure compliance across planning and scheduling.
• Gather and analyse reports to identify gaps and drive KPI improvements.
• Support senior management with continuous improvement initiatives.
• Be flexible to cover for other regional managers when needed.

Skills

Leadership

Team management

Scheduling

Customer service

Communication

Job description

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.

We operate 24/7 and as such you are required to work flexible hours, weekends and participate in an on-call rota. Full training / PPE / use of company equipment will be provided to ensure that all our staff have the right tools, competency, and confidence to undertake the work to Lanes' high standard of operation regardless of background or previous experience.

Planning is seen, both internally and externally, as an integral part of the business, driving the smooth completion of work in the field and consistently providing excellent customer service, collaboration, accountability, leadership and a multiskilled workforce. As a regional team manager effective use of leadership skills is essential in ensuring the activities undertaken positively reflect on Lanes Group and our client, Thames Water. You will be leading a team of around 15 Regional Coordinators and Reactive Schedulers.

Position: Regional Team Manager

Location: Customer Solution Centre, Slough, Berkshire

Job Type: Permanent, full-time

Hours: Monday to Friday, 37.5 hours; working 1 in 4 weekends with the following Monday and Tuesday off in lieu

STRICTLY NO AGENCIES PLEASE

About the Role:

• Train and support the professional development across the team and encourage strong team ethos and morale with an open communication culture
• Build a high performing team through recruitment, development and engagement with the ultimate goal to develop a more capable team with lower employee turnover
• Managing the day-to-day performance of the regional team to ensure that work is optimally planned and scheduled in accordance with the prioritisation of work types and the current customer promise
• Support team members in resolving customer issues and minimising customer impact of operational challenges
• Collaborate with colleagues across the wider CSC team and other Waste Network Service's Stakeholders (Field Teams, Operations Contact Centre, Thames Water Office Technical Specialists, Thames Water Regional Planning Managers etc.,)
• Manage the performance of team members through huddles, 1-2-1s, provide feedback and coaching
• Produce individual development plans and actively promote team development through pathways
• Champion the use of available technology, provide system expertise and ensure compliance with the use of technology across planning and scheduling
• Gather, analyse and provision reports in alignment with policy and management requirements, ensuring mitigating actions required to close gaps to KPI's are identified
• Drive the strategic direction of the team and support senior management with continuous improvement initiatives
• Provide support across the wider team when other regional team managers are out of the business
• Be aware of all Lanes Group policies and your responsibilities towards them
• Undertake any other reasonable duties, activities or projects as requested by management

So if you enjoy working in a dynamic team, 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.

Requirements

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.

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.

Benefits

Salary: OTE £35,000 per annum

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