Operations Manager - Nights

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 £45 million), with over 4 000 brilliant people and a countrywide network of operational locations. Our services cover the majority of the FTSE 100 & 250 respectfully.

Strong leadership being at our heart, supporting our people ensuring they are engaged with purpose, rewarded and recognised whilst delivering absolute exacting operational excellence being a leading entity and enviable delivery team embracing quality and compliance in our overarching delivery, one of our fundamental key differentiators.

In this critical role of ensuring our organisation 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.

Working in the Durrington Head Office, you will lead the way in delivering excellence for our customers, our stakeholders, and our people.

As an Operations Manager you will bring ideas, passion and energy, and have the ability to inspire and guide your teams to succeed in delivering an essential service, measured by key metrics and standards.

We operate 24/7 and as such you are required to work flexible hours and weekends and will be required to participate in the on‑call.

Position:
Operations Manager – Nights

Location:

Durrington Head Office (Worthing, West Sussex)
Job Type: permanent, full‑time

Hours:

4 nights on 4 nights off (6 pm – 6 pm)
Salary: £50,000 per annum, depending upon experience
Benefits: 24 including holiday (plus bank holidays); health cash plan; onsite parking; auto enrolment pension scheme; friendly working environment.

• Lead a team of Reactive Schedulers, Night Schedulers and Regional Coordinators via Team Managers to deliver key performance targets including SLAs, customer satisfaction and quality standards.
• Create a “get it right first time” mentality, and foster ownership and accountability to meet KPIs and SLAs.
• Ensure consistent process and policy implementation across our teams, in all aspects whether that’s HR, health and safety, data protection and so on.
• Make data‑led decisions, including driving performance, managing resources or identifying improvement opportunities.
• Drive the delivery of continuous improvement for our current processes and systems so we operate effectively and meet changing customer expectations, ensuring your team are led effectively through change.
• Identify skills gaps and support and train regional team managers, reactive schedulers and regional coordinators to carry out their role effectively, including liaising with learning and development to organise workshops and training sessions.
• Influence, build and maintain strong relationships with our client, our field teams and other key stakeholders.
• Manage key escalation points where necessary.
• Create an inclusive and engaging environment where all our team are supported, valued and coached to be their very best.
• Be an advocate and role model for our people.
• Embrace and promote Lanes Group values and culture.
• Be aware of all Lanes Group policies and your responsibilities towards them.
• Undertake ad‑hoc projects, tasks or duties as and when required or requested by the Senior Leadership Team.

• Drive delivery of key contractual KPIs.
• Drive delivery of excellent customer experience for both external and internal customers – supporting the productivity and utilisation of our field teams.
• Drive team engagement, supporting performance outcomes and reducing attrition.
• Provide close collaboration and relationship building with our client.
• Strive to be always positive and constructive.
• Adhere to all company policies.
• Straight telling about the facts of the situation – open discussions are the best way to find solutions.
• Help others through communicating clearly.
• Deliver on commitments.
• Ensure that any ideas that may enhance the productivity or systems of the company are brought to the attention of Senior…