Quality and Reporting Coordinator in Slough

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, with over 4,000 brilliant people and a countrywide network of operational locations. Our services cover the majority of the FTSE 100 & 250 respectfully.

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. Reporting to the Planning Manager (Planned Maintenance), the Quality and Reporting Coordinator is an essential part of the Special Projects Division; organising, planning and liaising with the rest of the Planned Maintenance team as well as the Field Team and wider business to ensure operations run smoothly in the department.

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.

• Be a part of high performing teams in a fast-paced environment that embraces a culture of continuous improvement and be prepared to take responsibility and accountability for your role.
• Transferring and recording data into multiple spreadsheets in line with company's guidelines and standards.
• Process end of day reports and communicate reporting within the business.
• Check in house management systems to ensure data is captured correctly and update accordingly before processing across multiple spreadsheets and cross referencing this against the daily SA report.
• Liaise and communicate regularly with the field engineers and field management teams to ensure completion of work.
• Monitor the email inbox to ensure all data is captured.
• Use in house management systems to raise further work acknowledgements for the client to review and decide next steps.
• Escalate operational difficulties to the planning managers in a timely manner, which enables solutions.
• Support the planning teams with various administrative tasks.
• Ensure call handling and GDPR are adhered to at all times and inbound & outbound phone calls are handled within the agreed time frame to help drive customer satisfaction.
• Allocate all WNS contract works to Field Engineers which ensures that work is programmed to optimise Field Engineers productivity, within specified geographic.
• Ensure field engineers are planned efficiently and to a high standard, to count towards the completion of jobs to help the team achieve monthly & yearly targets.
• Allocate work and meet all traffic management and permit requirements for a geographic area with zero fines attributed to the allocation of work.
• Undertake any other reasonable ad-hoc duties, activities or projects as requested by management.
• Be aware of all Lanes Group policies and your responsibilities towards them.

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 good knowledge of Microsoft 365 and Google Suite and ideally Salesforce.
• Have solid communication skills (both written and verbal) with professional telephone etiquette.
• Be resourceful and proactive.
• Strong prioritising and multi-tasking skills, ability to work under pressure and on 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.