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At Lanes Group, nothing is more important than the health, safety, and well-being of our people and customers. We are the UK’s largest independent specialist infrastructure delivery partner, with a turnover exceeding £530 million (EBITDA £45m), over 4,000 employees, and a nationwide network of operational locations. Our services primarily cover the FTSE 100 & 250 companies.
Our core values emphasize strong leadership, engaging and rewarding our people, and delivering operational excellence with a focus on quality and compliance. Our goal is to be recognized for excellence and leaving a legacy of quality and reliability.
As a CSC Operations Manager, you will lead in delivering outstanding service to our customers, stakeholders, and team members. You will inspire and guide your teams to succeed in a dynamic environment, working flexibly across a 24/7 operation, including participation in an on-call rota (1 in 3).
Position Details
* Location: Customer Solutions Centre, Slough Head Office (Berkshire)
* Type: Permanent, Full-time
* Hours: Monday to Friday, 37.5 hours/week, plus on-call duties
* Salary: Competitive, dependent on experience, plus car allowance
* Benefits: 24 days holiday + bank holidays, health cash plan, onsite parking and restaurant, pension scheme, friendly environment
Application deadline: Friday, 2nd May 2025, 23:59. Interviews start: Tuesday, 6th May 2025.
About The Role
Due to growth, we seek customer-focused professionals to join our Utility Division, working on our Thames Water contract to resolve wastewater network and drainage issues.
* Lead approximately 50 Reactive Schedulers and Regional Coordinators, ensuring KPIs, SLAs, customer satisfaction, and quality standards are met.
* Foster a culture of accuracy, ownership, and accountability.
* Implement and monitor consistent processes across teams, including HR, health and safety, and data protection.
* Use data to drive performance improvements and resource management.
* Lead continuous process improvements and manage change effectively.
* Identify skills gaps, support training, and coordinate development activities.
* Build and maintain relationships with clients and stakeholders.
* Manage escalations and create an inclusive, engaging team environment.
* Promote company values and policies.
* Undertake ad hoc projects as required by senior leadership.
Your Contribution
* Achieve contractual KPIs and deliver excellent customer service.
* Support team engagement, performance, and retention.
* Build strong client relationships.
* Maintain positivity, open communication, and accountability.
* Suggest productivity or system improvements.
* Uphold company values and teamwork.
About You
The ideal candidate will have excellent organizational skills, the ability to multitask, and strong interpersonal and communication skills. Proficiency in Microsoft Office, attention to detail, adaptability, and resilience are essential. Experience in change management, data analytics, and reporting is advantageous.
Qualifications & Requirements
* Previous managerial experience is essential.
* Experience in drainage, utilities, or retail industries is beneficial.
* A full UK driver’s license is required.
We are committed to diversity and inclusion, welcoming applications from all backgrounds. We are a signatory of the 'Charter for Employer Positive About Mental Health' by Mindful Employer. Please note, we reserve the right to close this vacancy early if sufficient applications are received.
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