Reactive Scheduler - Nights

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 escalate 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 or projects requested by management.
• Living the Company Values
• By embedding our companies core values and purpose into each role, ensures that every employee, regardless of their role or level, understands how their individual development and contributions align with our purpose of ‘improving today for a better tomorrow’.
• Each role and value has an alignment to set proficiency levels and expectations; this role holder is expected to:
• Leading: Acts as a role model, shaping the learning agenda and influencing change.
• Agile: Anticipates learning needs, adjusts quickly to changing operational contexts.
• Nurturing: Supports the development of others through coaching and structured development plans.
• Engaging: Inspires and motivates learners, builds trust and credibility
• Safe & Secure: Ensures all learning is aligned to safety and compliance standards.
• Your Contribution to the company:
• Strive to be always positive and constructive
• Adhere to all company policies
• Straight talking 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 Management, or your colleagues
• Deliver our Company Values understanding that by working together in unity we are ‘Stronger Together’
• Equality, Diversion & Inclusion
• At Lanes Group, we are dedicated to fostering a diverse and inclusive workplace where everyone feels valued and empowered. We believe that our differences make us stronger and are committed to providing equal opportunities for all employees. We welcome and encourage applications from individuals of all backgrounds, including those from underrepresented groups. Join us in our commitment to creating a more inclusive and diverse world.