Reactive Scheduler

At Lanes Group, nothing is more important than the health, safety, and wellbeing of our people, our customers, and the communities we serve. As one of the UK's leading infrastructure delivery partners, we employ around 5,000 talented people across a nationwide network of depots and operational locations, delivering annual revenues in excess of £650 million.

We operate 24/7 and as such, you are required to work flexible hours, weekends, and participate in an on-call rota. Full training, PPE, and the use of company equipment will be provided to ensure that all our drainage engineers have the right tools, competency, and confidence to undertake the work to Lanes’ high standard of operation regardless of background or previous experience.

Working in the Customer Solutions Centre, 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.

Responsibilities:

• Allocate all works associated with the wastewater network within service level agreements and as promised to the customer on behalf of Thames Water.
• Ensure all work is allocated to Field Staff to enable KPIs, Customer promises, and productivity targets to be met and customers are updated where delays occur.
• Ensure full compliance via WNS work checking and raise follow-on activities via VISTEC as required.
• Give assistance, support, and guidance on all customer-related issues as they arise and escalate issues to Senior Scheduler in a timely manner.
• 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.
• 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.
• 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 by the Customer Operations Manager or Senior Scheduler.
• Work closely with Field Management teams to maximize 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.
• Ensure all H&S, HR, and other Lanes Group policies are fully adhered to.
• Establish positive and productive client relationships, ensuring regular, constructive two-way communication.
• Ensure all resources are utilized effectively - maximizing output while minimizing 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 other reasonable ad-hoc duties, tasks, or projects as requested by the Senior Leadership Team.