Out of Hours Regional Team Manager

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 m), with over 4,000 brilliant people and a countrywide network of operational locations. Our services cover the majority of the FTSE 100 & 250 respectively. Strong leadership is at our heart, supporting our people, ensuring they are engaged with purpose, rewarded and recognised whilst delivering absolute operational excellence, embracing quality and compliance across our overarching delivery.

We operate 24/7 and as such you are required to work flexible hours, weekends and participate in an on-call rota. Full training, PPE and company equipment will be provided to ensure that all staff have the right tools, competency and confidence to undertake the work to Lanes high standard of operation regardless of background or previous experience. 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.

As a regional team manager, effective use of leadership skills is essential in ensuring the activities undertaken positively reflect on Lanes Group and our client, Thames Water. You will lead a team of around 15 Regional Coordinators and Reactive Schedulers.

Location: Customer Solution Centre, Slough, Berkshire

Job Type: Permanent, full-time

Hours: Monday to Friday nights, 37.5 hours (10pm – 6:30am)

Salary: Depending upon experience

Benefits:

• 24 days holiday (plus bank holidays)
• Health cash plan
• Onsite parking
• Auto enrolment pension scheme
• Friendly working environment
• Personal learning

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 real and effective solutions to waste-water network and drainage problems.

• Train and support the professional development across the team and encourage a strong team ethos and morale with an open communication culture.
• Build a high-performing team through recruitment, development and engagement to ultimately develop a more capable team with lower employee turnover.
• Manage the day-to-day performance of the regional team to ensure that work is optimally planned and scheduled in accordance with the prioritisation of work types and the current customer promise.
• Support team members in resolving customer issues and minimising customer impact of operational challenges.
• Collaborate with colleagues across the wider CSC team and other Waste Network Service stakeholders.
• Manage the performance of team members through huddles, 1-2-1s, providing feedback and coaching.
• Produce individual development plans and actively promote team development through pathways.
• Champion the use of available technology, provide system expertise and ensure compliance with the use of technology across planning and scheduling.
• Gather, analyse and provision reports in alignment with policy and management requirements, ensuring mitigating actions required to close gaps to KPIs are identified.
• Drive the strategic direction of the team and support senior management with continuous improvement initiatives.
• Provide support across the wider team when other regional team managers are out of the business.
• Be aware of all Lanes Group policies and your responsibilities towards them.
• Undertake any other reasonable duties, activities or projects as requested by management.

Essential Requirements:

• The ability to work safely, to quickly diagnose and deliver practical and efficient solutions to attain the highest levels of customer satisfaction.
• Hard-working, respectful, and compliant with health and safety standards.
• Effective organisation and the ability to multitask and prioritise workload.
• Strong interpersonal, relationship-building, networking skills and communication.
• Professional phone etiquette to engage with all stakeholders.
• Proficient in Microsoft Office Suite.
• Adaptability.
• Team management and leadership experience beneficial.
• Strategic thinking and analytics.

We Believe:

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 is a signatory of the ‘Charter for Employer Positive About Mental Health’ run by Mindful Employer.