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 £45 m), with over 4,000 brilliant people and a countrywide network of operational locations. Our services cover the majority of the FTSE 100 & 250 respectively. Located at the Customer Solution Centre in Slough, Berkshire, the Proactive Operations Planner role is a permanent, full‑time position working Monday to Friday for 37.5 hours (8:00 – 16:30) plus one in‑three weekends with Monday and Tuesday off in lieu. About The Role Due to continued growth and development, we are looking for customer‑focused people to join our Utility Division, working on our Thames Water contract to deliver real and effective solutions to waste‑water network and drainage problems. Allocate all WNS contract works to Field Engineers ensuring work is programmed to optimise productivity within specified geography. Transfer and record data into multiple spreadsheets in line with company guidelines and standards to ensure first‑time fixes. Ensure all office enabling is completed and Field Teams have required information & equipment for first‑time fixes. Communicate with Engineers via Salesforce, Email, Telephone & text messaging about work requirements. Allocate work and meet all Traffic Management and Permit requirements for a geographic area. Act as the focal point for all works allocated within the geographic area, reallocating 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 engineers attend as agreed. Monitor SLAs and reduce customer updates/callbacks to zero by ensuring effective planning and outbound customer updates. 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 relating to 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 calls. Take responsibility and accountability for your planned works and customers to drive up 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. 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, prioritise, work under pressure and on own initiative. Have the ability to deal with people at different levels. Salary & Benefits Salary: OTE £27,081 per annum.Benefits: 24 days holiday prorated (plus bank holidays); onsite restaurant; personal learning; workplace pension; onsite parking; free access to wellbeing support. We are dedicated to fostering a diverse and inclusive workplace where everyone feels valued and empowered. We welcome and encourage applications from individuals of all backgrounds, including those from underrepresented groups. Information Location: Customer Solution Centre, Slough, BerkshireSeniority level: Entry levelEmployment type: Full‑timeJob function: Management and ManufacturingIndustries: Utilities #J-18808-Ljbffr