Regional Coordinator in Slough

At Lanes Group, nothing is more important than the health, safety and well-being of our people and our customers. It is a major reason we are the UK’s largest independent specialist infrastructure delivery partner of choice with a turnover fast approaching £700 million and an EBITDA of £68 million, with almost 4,500 brilliant people and a countrywide network of operational locations. Our services cover the majority of the FTSE 100 & 250, and we are the market leader in Regulated Wastewater Utilities.

Strong leadership is at our heart, supporting our people to ensure they are engaged with purpose, rewarded and recognised whilst delivering absolute operational excellence. In this critical role, we aim to ensure our organisation is known for being the best in everything we do, leaving a legacy of quality and compliance, and keeping our promises at all times.

Planning is seen 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 multi-skilled workforce.

About the role:

• Due to continued growth and development, we are looking for customer-focused people to join us in our Utility Division, working on our Thames Water contract service to deliver effective solutions to wastewater network and drainage problems.
• Effectively manage and prioritise high-risk and complex work, planning in accordance with Thames Water's Customer Risk Index (CRI) Model.
• Plan and resolve high-risk and highly emotive customer journeys including flooding and pollution.
• Manage the planning and resolution of complex works including access requirements, streetworks, and permit compliance.
• Coordinate work across available crews, focusing on resolving recurring challenges.
• Proactively manage the customer journey through to resolution, demonstrating customer advocacy in every interaction.
• Work in adherence to documented processes and procedures, escalating issues as required.
• Aim for 100% quality compliance on auditing of all callback tasks and associated requests.
• Collaborate with colleagues across the wider team and other service stakeholders.
• Utilise available technology, ensuring compliance with its use across planning and scheduling.
• Participate in a culture of continuous improvement, flagging inefficiencies and suggesting improvements.
• Support junior and less experienced colleagues by mentoring and upskilling them.
• Undertake any other reasonable duties 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:

• Be hard-working and respectful.
• Comply with health and safety standards.
• Have great interpersonal skills to create relationships with the team, engineers, and the wider 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 your 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.