Flooding Coordinator
Location: Customer Solution Centre, Slough, Berkshire
Job Type: Permanent, full-t ime
Hours: Monday to Friday, 37.5 hours
Salary: £27,081 per annum
Benefits: 24 days holiday (plus bank holidays); onsite restaurant; personal learning; workplace pension; onsite parking; free access to wellbeing support; friendly working environment
About the Role
Due to continued growth and development, we are looking for customer‑focused people to join our Utility Division, working on the Thames Water contract service to deliver real and effective solutions to the waste‑water network and drainage problems.
Responsibilities
* Effectively manage and prioritise the stack of high‑risk and complex work, planning in accordance with Thames Water’s Customer Risk Index (CRI) Model.
* Plan and resolve high‑risk, emotive customer journeys including flooding and pollution.
* Manage the planning and resolution of highly complex works, including access requirements, complex streetworks and permit compliance.
* In‑day coordinate work across all available crews, focusing on recurring challenges (e.g., topping up crews with additional work, managing vehicle issues and monitoring productivity).
* Proactively manage the customer journey to resolution, demonstrating customer advocacy in every interaction.
* Work in adherence to documented processes and procedures, escalating issues as required.
* Strive for 100% quality compliance on auditing of all call‑back tasks and associated requests.
* Collaborate with colleagues across the wider CSC team and other stakeholder groups (e.g., field teams, operations contact centre, Thames Water office, technical specialists).
* Utilise all available technology, ensuring compliance across planning and scheduling, even during outages.
* Participate in a culture of continuous improvement, flagging inefficiencies and suggesting improvements to ways of working.
* Flex seamlessly between roles and regions to manage demand.
* Mentor and upskill junior and less experienced colleagues.
* Undertake any other reasonable duties, activities or projects as required by management.
* Adhere to Lanes Group policies and responsibilities.
Qualifications
* Hard‑working and respectful.
* Compliance with health and safety standards.
* Strong interpersonal skills with the ability to build relationships across teams and the wider Lanes Group network.
* Basic knowledge of Microsoft 365.
* Solid communication skills (written and verbal) with professional telephone etiquette.
* Resourceful and proactive.
* Multi‑task, prioritise, work under pressure and take initiative.
* Ability to deal with people at different levels.
EEO Statement
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 under‑represented groups.
Lanes Group is a signatory of the 'Charter for Employer Positive About Mental Health' run by Mindful Employer.
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