Reactive Scheduler – Night Shift
Location: Durrington Head Office, Worthing, West Sussex.
Job Type: Permanent, full-time.
Hours: 4 nights on, 4 nights off, 38.5 hours per week (7:30pm – 7:30am).
Salary: £28,000 per annum, depending on experience.
Benefits
- 23 days holiday (including bank holidays)
- Birthday off
- Onsite restaurant
- Onsite parking
- Personal learning
- Health cash plan
- Auto‑enrolment pension scheme
- Enhanced maternity and paternity
- Friendly working environment
STRICTLY NO AGENCIES PLEASE
We are looking for a proactive scheduler to join our emergency response team, making sure our engineers reach customers in their hour of need when they are experiencing sewer and drainage problems.
What is essential is the ability to work safely, quickly diagnose and deliver practical and efficient solutions to attain the highest levels of customer satisfaction.
Responsibilities
- To allocate all works associated with waste water network within service level agreements and as promised to the customer on behalf of Southern Water.
- To ensure all work is allocated to Field Staff to enable KPI’s, Customer promises and productivity targets to be met and customers are updated where delays occur.
- To ensure full compliance via WNS work checking and raise follow on activities via VISTEC as required.
- To give assistance, support and guidance on all customer related issues as they arise and escalates issues to Senior Scheduler in a timely manner.
- To support the development and implementation of a comprehensive scheduling regime which fully aligns with the Client’s own Customer Vision and ‘Customer Journey’ and supports Lanes Group operational requirements.
- To ensure any emergency response requirements such as pollution and internal floods are actioned and resolved in accordance with all stakeholder requirements, supporting both the Client and any other agencies involved.
- To be a role model for customer excellence and ensure that all staff and operatives embrace and implement the customer service aspirations of the Contract.
- Undertake any other work as reasonably required of you by the Customer Operations Manager or Senior Scheduler.
- Work closely with Field Management teams to maximise resources and ensure customer issues are resolved as timely as possible and to an industry leading standard.
- Be part of high performing teams that embrace a culture of continuous improvement, delivering process change and operational efficiencies.
- Establish positive and productive client relationships, ensuring regular, constructive two-way communication.
- Ensure all resources are utilised effectively – maximising output whilst minimising cost.
- Act as a customer champion supporting the design and implementation of customer experience initiatives and protecting Lanes Group brand and reputation and safeguarding against future claims and disputes.
- Anticipate future operational or compliance risks, mitigating or escalating as required.
- Ensure end to end process compliance, identifying and removing blockers and ineffective ways of working.
- Be aware of all Lanes Group policies and your responsibilities towards them.
- Any reasonable ad-hoc tasks, duties or projects requested by management.
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 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
Equal Opportunities
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. Join us in our commitment to creating a more inclusive and diverse world.
Lanes Group is a signatory of the ‘Charter for Employer Positive About Mental Health’ run by Mindful Employer.
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