Customer Operations Manager (Planned)

Join to apply for the Customer Operations Manager role at Lanes Infrastructure.

We are thrilled to announce a major contract win with Southern Water! We are recruiting for a Customer Operations Manager for the Planned Maintenance team to be based in our Customer Solutions Centre in Durrington.

The purpose of the Customer Service Operations Manager role is to manage the Team Leaders and Planners who are responsible for the meticulous planning of sewer cleaning and CCTV activities to our field engineers. You will lead a team, helping them to deliver a consistently high level of customer service.

Responsibilities

• Lead and develop team performance, create a ‘get it right first time’ mentality.
• Ensure the team meets the agreed KPIs and SLAs.
• Ensure continuous improvement across all contact centre teams.
• Identify skills gaps, and support and train your team members.
• Manage key escalation points where necessary.
• Influence and engage at all levels with excellent communication skills.

To Be Considered You Should Possess The Following Skills

• Managerial experience in a similar role.
• Outstanding communication skills.
• Your organisational skills will be second to none.
• Outstanding interpersonal and relationship building skills.

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 £45 million), with over 4,000 brilliant people and a countrywide network of operational locations.

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.

Seniority Level

Mid-Senior level

Employment Type

Other

Job Function

Management and Manufacturing

Industries

Utilities

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