Position
Regional Coordinator
Location
Durrington Head Office, Worthing, West Sussex
Job type
Permanent, full time
Hours
Monday to Friday, 37.5 hours per week
Salary
£27,000 per annum
Benefits
23 days holiday (including bank holidays); onsite restaurant; personal learning; workplace pension; parking; free access to wellbeing support; friendly working environment
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 Southern Water contract service to deliver real and effective solutions to waste‑water network and drainage problems.
- Effectively managing and prioritising the stack of high risk and complex work, which requires planning in accordance with our client’s Customer Risk Index (CRI) Model.
- Planning and resolving high risk and highly emotive customer journeys including flooding and pollution.
- Managing the planning and resolution of highly complex works including access requirements, complex streetworks and permit compliance.
- Effectively managing in‑day planning and coordination of work across all available crews, with focus on resolving recurring challenges (e.g., topping up crews with additional work, managing vehicle issues and monitoring productivity).
- Proactively manage the customer journey through to resolution, demonstrating customer advocacy in every interaction.
- Working in adherence to documented processes and procedures, escalating issues as required.
- Aim for and work with your team to reach 100% quality compliance on auditing of all call back tasks and associated requests.
- Collaborate with colleagues across the wider office team and other service stakeholders (e.g., Field teams, Operations Contact Centre, Southern Water Office, Technical Specialists…).
- Effectively utilise all available technology, ensuring compliance with the use of technology across planning and scheduling, inclusive of any outages.
- Be an active participant in a culture of continuous improvement, flag possible inefficiencies and suggest improvements to ways of working, no matter how small.
- Planners are highly skilled and able to seamlessly flex between roles and regions to effectively manage demand.
- Support junior and less experienced colleagues by mentoring and upskilling them.
- Undertake any other reasonable duties, activities or projects as required by management.
- Be aware of Lanes Group policies and your responsibilities towards them.
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 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 own initiative
- Have the ability to deal with people at different levels
Equality, Diversity and Inclusion Statement
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 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.
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