Reactive Scheduler - Nights Job Worthing area,England UK,Customer Service/HelpDesk

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:
Southern Water

As a trusted delivery partner, Lanes Group plays a vital role in maintaining 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:

We are looking for a proactive reactive 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 - symptoms range from sewage spills to customers not being able to flush their toilets so what you will be doing really makes a difference.

Position:

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:

£28,890 per annum

Key Responsibilities:

To allocate all works associated with the wastewater 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 escalte 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…