Regional Coordinator

We are thrilled to announce a major contract win with Southern Water! We are recruiting for a number of Regional Coordinators to manage and plan jobs for our engineers. This is a fantastic opportunity to start a new career with us here at Lanes Group!

At Lanes Group, nothing is more important than the health, safety and well-being of our people and our customers. It’s a major reason we are the UK’s largest independent specialist infrastructure delivery partner of choice with a turnover in excess of £530 million, (EBITDA £45m), with over 4,000 brilliant people and a countrywide network of operational locations. Our services cover the majority of the FTSE 100 & 250 respectively.

In this critical role, you will ensure our organisation is known for being the best in everything we do, leaving a legacy of absolute quality and compliance, and keeping our promises at all times.

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.

About 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 Southern Water contract service to deliver real and effective solutions to waste-water network and drainage problems.

• Effectively managing and prioritising the stack of high risk and complex work, which requires planning in accordance with our client’s Customer Risk Index (CRI) Model.
• Planning and resolving high risk and highly emotive customer journeys including flooding and pollution.
• Managing the planning and resolution of highly complex works including access requirements, complex streetworks and permit compliance.
• Effectively managing in-day planning and coordination of work across all available crews, focusing on resolving recurring challenges.
• Proactively manage the customer journey through to resolution, demonstrating customer advocacy in every interaction.
• Working in adherence to documented processes and procedures, escalating issues as required.
• Aim for and work with your team to reach 100% quality compliance on auditing of all call back tasks and associated requests.
• Collaborate with colleagues across the wider office team and other service stakeholders.
• Effectively utilise all available technology, ensuring compliance with the use of technology across planning and scheduling.
• Be an active participant in a culture of continuous improvement, flagging possible inefficiencies and suggesting improvements to ways of working.
• Support junior and less experienced colleagues by mentoring and upskilling them.
• Undertake any other reasonable duties, activities or projects as required by management.

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.

About You

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 Microsoft 365.
• Have solid communication skills (both written and verbal) with professional telephone etiquette.
• 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, 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.

Lanes Group are a signatory of the 'Charter for Employer Positive About Mental Health' run by Mindful Employer.