Resolution and Enquiries Coordinator

Resolution and Enquiries Coordinator

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 £45m), 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.

As a Resolution and Enquiries Coordinator , you will play a crucial role in supporting customer, client and contractor queries. This role, based in our Durrington Head Office, provides essential support, guidance and timely escalation, ensuring queries are handled professionally and sensitively.

Position: Resolution & Enquiries Coordinator

Location: Durrington Head Office (Worthing, West Sussex)

Job Type: permanent, full-time

Hours: Monday to Friday 37.5 hours per week

Salary: £30,975 per annum

Benefits: 24 days holiday (plus bank holidays); onsite restaurant; personal learning; workplace pension; parking; free access to wellbeing support; friendly working environment

Strictly No Agencies Please

Responsibilities:

Due to continued growth and development, we are now looking for customer focused people to join us in our Utility Division, working on our Southern Water contract service to deliver real and effective solutions to waste-water network and drainage problems.

• Manage and support customer, client and contractor enquiries professionally and efficiently through work order management system administration and email management.
• Support the effective resolution of wastewater network enquiries, ensuring customer promises, service level agreements and operational requirements are met on behalf of Southern Water.
• Coordinate and administer customer journeys from enquiry through to resolution, ensuring customers are kept informed, expectations are managed and any delays are communicated clearly.
• Support Close the Loop and Hold the Loop activity by ensuring updates, follow-ups and agreed actions are completed accurately and within required timescales.
• Handle complex or sensitive customer journeys with professionalism, empathy and a strong focus on achieving the best possible customer outcome.
• Provide support, guidance and timely escalation on customer-related issues, ensuring concerns are raised with the appropriate manager, team or contractor where required.
• Maintain accurate records within work order management systems, ensuring all administrative activity is completed to a high standard.
• Liaise closely with field teams, contractors, clients and internal stakeholders to support timely resolution of customer issues and operational priorities.
• Attend meetings with Southern Water, contractors and internal teams where required, providing updates, insight and support in relation to customer enquiries and resolution activity.
• Support standby, rota and resource management activity where required, helping to ensure appropriate operational coverage and effective use of resources.
• Assist with emergency or high-priority response activity, such as pollution incidents or internal flooding, ensuring all relevant stakeholders are informed and actions are progressed appropriately.
• Build and maintain positive, professional and productive relationships with clients, contractors, customers and internal teams through clear and constructive communication.
• Identify opportunities for process improvements that enhance efficiency, improve ways of working and ultimately benefit the customer journey.
• Contribute to a high-performing, customer-focused team culture that promotes continuous improvement, accountability and operational excellence.
• Act as a role model for customer service excellence, ensuring customer care, professionalism and ownership are demonstrated in all activities.
• Ensure all health and safety, HR and company policies and procedures are fully adhered to at all times.
• Undertake any other reasonable duties as required by the Customer Operations Manager, Senior Scheduler or relevant line manager

So if you thrive working in a fast paced environment and delivering only the best in customer service, where no two days are the same and want to join a growing company that not only values you and your ability - but also strives to develop your potential and further your career progression, then we are the right Company for you.

What is essential is the ability to work safely to quickly diagnose and deliver practical and efficient solutions to attain the highest levels of customer satisfaction.

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 customers, clients and contractors
• Have basic knowledge of Microsoft 365
• Have solid communication skills (both written and verbal) with professional telephone etiquette
• Be resourceful and proactive
• Strong analytical and solution-focused mindset
• Multi-task, prioritise, work under pressure and on own initiative
• Have the ability to deal with people at different levels

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’

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.

Lanes Group are a signatory of the 'Charter for Employer Positive About Mental Health' run by Mindful Employer.