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- Tasks: Coordinate out of hours operations, ensuring timely service delivery and customer satisfaction.
- Company: Lanes Group is the UK's largest independent infrastructure delivery partner, focused on quality and compliance.
- Benefits: Enjoy 24 days holiday, workplace pension, free parking, wellbeing support, and a friendly work environment.
- Why this job: Make a real difference in customer service while working in a fast-paced, supportive team.
- Qualifications: Ideal candidates should have strong communication skills, basic tech knowledge, and be proactive under pressure.
- Other info: This is a permanent, full-time role with a unique night shift schedule.
The predicted salary is between 24000 - 36000 £ per year.
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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 respectfully.
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.
You will play a key role as part of a small team providing an essential service for our customers. You will be responsible for the timely allocation and despatch of high priority works to engineers to meet service level agreement (SLA) and timescales that have been set out by Thames Water to our customers. You will manage all work on the out of hours engineers and take any relevant action required to ensure work is seen through to completion.
As a key part of customer management, you will be required to action any tasks in relation to customer updates via proactive jeopardy management, general customer call backs or action any updates that relate to any outstanding jobs. It can be a stressful time for customers, so you have the opportunity to make a real difference.
Position: Out of Hours Coordinator
Location: Customer Solution Centre, Slough, Berkshire
Job Type: permanent, full time
Hours: 4 nights on 4 nights off, 38.5 hours (working 7pm to 7am)
Salary: £30,000 per annum depending upon experience
Benefits: 24 days holiday; personal learning; workplace pension; free parking; free access to wellbeing support; friendly working environment
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 Thames Water contract service to deliver real and effective solutions to waste-water network and drainage problems.
- Act as a focal point for multiple areas and own all aspects of operational delivery, whilst ensuring customer satisfaction, productivity, planning, scheduling and KPI compliance is delivered in line with business expectations.
- Ensure work is ready and despatched to engineers to deliver customer promises and meet service level agreements (SLA).
- Ensure that engineers arrive to priority works within specified timeframes and support engineers to ensure the outcome of their visit is successful.
- Manage work raised out of hours to ensure work has the best chance to be completed first time by booking appointments for access, sending correct vehicles to work etc.
- Provide updates to customers through proactive jeopardy contact should there be any delays and action any outstanding customer enquiries via call backs. Ensure availability on inbound calls between specific times for any customer queries.
- Manage any traffic management and permit requirements for works out of hours to avoid any financial penalties.
- Monitor a centralised email inbox for any internal escalations of works out of hours.
- Manage any live emergency work that is affecting customers or the environment and ensure this is escalated to the correct team and sent to site as per policy and guidelines.
- Manage any event scenarios (System outages, weather events etc)
- Ensure detailed handovers are given to your colleagues to continue with the streamlined approach for service delivery throughout the day.
- Be aware of Lanes Group policies and their responsibilities towards them
- Any reasonable ad-hoc duties requested by management
So if you enjoy working in a fast paced environment and 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.
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 both Microsoft 365 and Google Suite
- Have solid communication skills (both written and verbal)
- Be resourceful and proactive
- Multi-task, prioritise, work under pressure and on own initiative
- Have the ability to deal with people at different levels
We are an equal opportunities employer and welcome applications from under-represented areas of the community.
Lanes Group are a signatory of the \’Charter for Employer Positive About Mental Health\’ run by Mindful Employer.
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Out of Hours Coordinator employer: Lanes Group
Contact Detail:
Lanes Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Out of Hours Coordinator
✨Tip Number 1
Familiarise yourself with the specific service level agreements (SLAs) that Lanes Group has in place, especially those related to Thames Water. Understanding these will help you demonstrate your ability to manage priorities effectively during the interview.
✨Tip Number 2
Showcase your customer service skills by preparing examples of how you've successfully handled stressful situations in the past. This role requires a calm and proactive approach, so be ready to discuss how you can make a difference for customers.
✨Tip Number 3
Research Lanes Group's values and their commitment to health and safety. Being able to articulate how your personal values align with theirs can set you apart as a candidate who truly understands the company culture.
✨Tip Number 4
Prepare to discuss your experience with Microsoft 365 and Google Suite, as these tools are essential for the role. Highlight any relevant projects or tasks where you've used these platforms to enhance productivity or communication.
We think you need these skills to ace Out of Hours Coordinator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Out of Hours Coordinator role. Focus on customer service, operational delivery, and any experience in managing schedules or priorities.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific aspects of Lanes Group that resonate with you, such as their commitment to health and safety, and how you can contribute to their mission.
Highlight Communication Skills: Since the role requires solid communication skills, provide examples in your application of how you've effectively communicated with customers or team members in previous roles. This could include handling inquiries or providing updates.
Showcase Problem-Solving Abilities: Demonstrate your ability to work under pressure and solve problems efficiently. Include examples of situations where you've had to think on your feet or manage multiple tasks simultaneously, especially in a customer-focused environment.
How to prepare for a job interview at Lanes Group
✨Understand the Role
Make sure you thoroughly read the job description and understand the key responsibilities of the Out of Hours Coordinator. Be prepared to discuss how your skills and experiences align with the specific tasks mentioned, such as managing customer updates and ensuring timely dispatch of work.
✨Showcase Your Communication Skills
Since this role involves a lot of customer interaction, be ready to demonstrate your strong communication skills. Prepare examples of how you've effectively communicated in previous roles, especially in high-pressure situations or when dealing with difficult customers.
✨Highlight Your Problem-Solving Abilities
The ability to quickly diagnose issues and provide practical solutions is crucial for this position. Think of instances where you've successfully resolved problems, particularly in a fast-paced environment, and be ready to share these during your interview.
✨Prepare Questions for the Interviewers
Having thoughtful questions prepared shows your interest in the role and the company. Ask about the team dynamics, the challenges faced by the Out of Hours Coordinator, or how success is measured in this position. This will also help you gauge if the company culture aligns with your values.
