Lanes Group Job Opportunity

Lanes Group is a leading nationwide utility services provider with c.5000 dedicated employees. Our diverse subsidiaries drive our success across various sectors, contributing to a remarkable turnover of over £700 million. We are committed to excellence and innovation, ensuring we provide industry-leading services to our clients and stakeholders. Join us to be part of a dynamic and growing team that values diversity and fosters professional growth.

Department

Thames Water is the UK's largest water and wastewater company, serving around 16 million customers across London and the Thames Valley. As a trusted delivery partner, Lanes Group plays a vital role in maintaining one of the UK's most critical infrastructure networks, delivering essential wastewater and drainage services that protect communities and the environment.

Our teams carry out everything from sewer maintenance and network cleansing to CCTV inspections and pollution response, ensuring customers receive a safe, reliable, and resilient service every day.

Purpose of 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 wastewater network and drainage problems.

Location

Slough

Job Type

Permanent, full-time

Hours

4 days on, 4 days off, 38.5 hours weekly average, working both early and late shifts

Salary

£29,711.08 per annum

Key Responsibilities

• Allocate and schedule reactive wastewater network and drainage works within agreed SLAs and customer commitments.
• Manage and prioritize reactive workloads using Salesforce, ensuring all jobs are accurately scheduled, monitored, updated, and progressed through dashboards and reporting in line with customer commitments, SLAs, KPIs, and operational requirements.
• Effectively manage workloads to maximize field resource utilization, productivity, and operational efficiency.
• Monitor work progress and update customers and stakeholders through jeopardy management and proactive updates when delays or changes occur.
• Ensure all work complies with company and client processes through work checking systems and raise follow-on activities where required.
• Support the management of emergency incidents, including internal flooding and pollution events, ensuring timely and effective resolution.
• Work closely with Field Managers and operational teams to ensure customer issues are resolved safely, efficiently, and to a high standard.
• Coordinate, raise, and manage permits for emergency works, ensuring the safe, compliant, and efficient delivery of urgent jobs.
• Contribute to the continuous improvement of scheduling processes and ways of working.
• Ensure customer experience remains at the centre of all decision-making and operational activity.
• Build and maintain positive working relationships with clients, operational teams, and key stakeholders.
• Identify risks that may impact service delivery or compliance and take appropriate action to mitigate or escalate.
• Ensure compliance with all End-to-End processes, Health & Safety, HR, and company policies and procedures.
• Handling inbound and outbound communications, including answering customer and engineer calls, responding to queries, providing updates, and making outbound calls to coordinate works, resolve issues, and ensure timely job progression.
• Undertake any other reasonable duties as requested by management