Proactive Operations Planner
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 £45m), 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 to ensure they are engaged with purpose, rewarded, and recognized while delivering absolute operational excellence, being a leading entity, and an enviable delivery team embracing quality and compliance in our overarching delivery, one of our fundamental key differentiators.
In this critical role of ensuring our organization 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.
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.
Position:
Proactive Operations Planner Location:
Customer Solution Centre, Slough, Berkshire Job Type:
Permanent, part-time Hours:
Monday to Friday, 30 hours (working 9 am to 3 pm) Salary:
£20,805.06 per annum Benefits:
24 days holiday (plus bank holidays); onsite restaurant; personal learning; workplace pension; free parking; free access to wellbeing support 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. Allocate all WNS contract works to Field Engineers to optimize productivity within specified geographic areas. Transfer and record data into multiple spreadsheets in line with company guidelines and standards to ensure Field Engineers can complete works on a first-time fix. Ensure all office enabling is completed and that Field Teams have all required information & equipment to complete works on first-time fix. Communicate with Engineers regarding work requirements via Salesforce, Email, Telephone & text messaging. Allocate work and meet all Traffic Management and Permit requirements for a geographic area. Be the focal point for all works allocated within the geographic area and re-allocate resources where operational situations arise, without impacting Customer promises. Escalate operational and customer difficulties to the Planning Manager in a timely manner to enable solutions. Manage appointments made via CGS procedures and ensure Customers are kept updated and that engineers attend as agreed. Monitor SLAs and reduce customer updates/callbacks to zero by ensuring works are planned effectively and Customers are updated via outbound communication. Maintain regular liaison and communication with Field Engineers and Field Managers to ensure works are planned and completed as agreed. Monitor email inbox to ensure all data is captured and respond in a timely manner to any emails related to you or your direct region. Answer all phone calls within the agreed time frame and ensure call handling is completed as specified by the Team Manager for both inbound and outbound. Take responsibility and accountability for your planned works and Customers to drive up customer satisfaction and achieve required dates for all. Undertake any other reasonable duties, activities, or projects as required. Be aware of Lanes Group policies and your responsibilities towards them. If you enjoy working in a fast-paced environment and delivering only the best in customer service, where no two days are the same, and want to join a growing company that not only values you and your ability but also strives to develop your potential and further your career progression, then we are the right Company for you. 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 the 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, prioritize, work under pressure, and on your own initiative. Have the ability to deal with people at different levels. We are an equal opportunities employer and welcome applications from under-represented areas of the community. Lanes Group are a signatory of the 'Charter for Employer Positive About Mental Health' run by Mindful Employer.
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Proactive Operations Planner Location:
Customer Solution Centre, Slough, Berkshire Job Type:
Permanent, part-time Hours:
Monday to Friday, 30 hours (working 9 am to 3 pm) Salary:
£20,805.06 per annum Benefits:
24 days holiday (plus bank holidays); onsite restaurant; personal learning; workplace pension; free parking; free access to wellbeing support 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. Allocate all WNS contract works to Field Engineers to optimize productivity within specified geographic areas. Transfer and record data into multiple spreadsheets in line with company guidelines and standards to ensure Field Engineers can complete works on a first-time fix. Ensure all office enabling is completed and that Field Teams have all required information & equipment to complete works on first-time fix. Communicate with Engineers regarding work requirements via Salesforce, Email, Telephone & text messaging. Allocate work and meet all Traffic Management and Permit requirements for a geographic area. Be the focal point for all works allocated within the geographic area and re-allocate resources where operational situations arise, without impacting Customer promises. Escalate operational and customer difficulties to the Planning Manager in a timely manner to enable solutions. Manage appointments made via CGS procedures and ensure Customers are kept updated and that engineers attend as agreed. Monitor SLAs and reduce customer updates/callbacks to zero by ensuring works are planned effectively and Customers are updated via outbound communication. Maintain regular liaison and communication with Field Engineers and Field Managers to ensure works are planned and completed as agreed. Monitor email inbox to ensure all data is captured and respond in a timely manner to any emails related to you or your direct region. Answer all phone calls within the agreed time frame and ensure call handling is completed as specified by the Team Manager for both inbound and outbound. Take responsibility and accountability for your planned works and Customers to drive up customer satisfaction and achieve required dates for all. Undertake any other reasonable duties, activities, or projects as required. Be aware of Lanes Group policies and your responsibilities towards them. If you enjoy working in a fast-paced environment and delivering only the best in customer service, where no two days are the same, and want to join a growing company that not only values you and your ability but also strives to develop your potential and further your career progression, then we are the right Company for you. 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 the 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, prioritize, work under pressure, and on your own initiative. Have the ability to deal with people at different levels. We are an equal opportunities employer and welcome applications from under-represented areas of the community. Lanes Group are a signatory of the 'Charter for Employer Positive About Mental Health' run by Mindful Employer.
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