Operations Manager

Overview

At Lanes Group nothing is more important than the health, safety and well-being of our people and our customers. 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 people and a countrywide network of operational locations. Our services cover the majority of the FTSE 100 & 250 respectfully. Strong leadership is at our heart, supporting our people to stay engaged with purpose, rewarded and recognised whilst delivering operational excellence, quality and compliance in our delivery. In this role, we are committed to leaving a legacy of absolute quality and compliance and keeping our promises at all times. Working in the Durrington Head Office, you will lead the way in delivering excellence for our customers, stakeholders and people.

As an Operations Manager you will bring ideas, passion and energy, and have the ability to inspire and guide your teams to succeed in delivering an essential service, measured by key metrics and standards. We operate 24/7, and you are required to work flexible hours and weekends and participate in on-call duties.

Position: Operations Manager

Location: Durrington Head Office (Worthing, West Sussex)

Job Type: permanent, full-time

Hours: 4 days on 4 days off (6am – 6pm)

Salary: £45,000 per annum, depending upon experience

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

About The Role

Due to continued growth and development, we are looking for customer focused people to join us, working on our Southern Water contract service to deliver real and effective solutions to waste-water network and drainage problems.

• Lead a team of Reactive Schedulers, Night Schedulers and Regional Coordinators via Team Managers to deliver key performance targets including SLAs, customer satisfaction and quality standards.
• Create a “get it right first time” mentality, and foster ownership and accountability to meet KPIs and SLAs.
• Ensure consistent process and policy implementation across our teams, in all aspects whether that’s HR, health and safety, data protection and so on.
• Make data led decisions, including driving performance, managing resources or identifying improvement opportunities.
• Drive the delivery of continuous improvement for our current processes and systems so we operate effectively and meet changing customer expectations, ensuring your team are led effectively through change.
• Identify skills gaps and support and train regional team managers, reactive schedulers and regional coordinators to carry out their role effectively, including liaising with learning and development to organise workshops and training sessions.
• Influence, build and maintain strong relationships with our client, our field teams and other key stakeholders.
• Manage key escalation points where necessary.
• Create an inclusive and engaging environment where all our team are supported, valued and coached to be their very best.
• Be an advocate and role model for our people.
• Embrace and promote Lanes Group values and culture.
• Be aware of all Lanes Group policies and your responsibilities towards them.
• Undertake ad hoc projects, tasks or duties as and when required or requested by the Senior Leadership Team.

Your Contribution To The Company

• Drive delivery of key contractual KPIs
• Drive delivery of excellent customer experience for both external and internal customers – supporting the productivity and utilisation of our field teams
• Drive team engagement, supporting performance outcomes and reducing attrition
• Provide close collaboration and relationship building with our client
• 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’

So if you enjoy working in a dynamic team and delivering only the best in customer service, where no two days are the same and want to join a growing company that values you and your ability as well as your potential and career progression, then we are the right Company for you. The essential requirement 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 have effective organisation skills and the ability to multitask and prioritise your workload. Strong interpersonal, relationship-building and communication skills are crucial, as is a professional demeanour to engage with all stakeholders. Proficiency in Microsoft Office Suite and strong attention to detail are imperative. Adaptability, flexibility and resilience are key. Previous experience in change management and data analytics and reporting is beneficial.

Qualifications & Requirements

• Previous experience in a managerial role is essential
• Experience in the drainage, utilities or retail industry will be beneficial
• A full UK drivers licence

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.