We are delighted to announce a major new contract win with Welsh Water, supporting them over the next four years and beyond, delivering proactive and reactive maintenance of their Wastewater Network. As part of this win, we are looking for a Customer & Planning Manager to join our (Welsh Water) R&M Framework. This role plays a key part in ensuring our customer and planning teams work seamlessly with operational delivery, helping us achieve right‑first‑time performance, strong customer satisfaction, and full compliance with SLAs and regulatory expectations. You will lead two core functions, Customer Service and Planning, with you overseeing a team of around 20 colleagues. Acting as a main point of contact for Welsh Water, you will drive service quality, planning accuracy, operational coordination, and team performance across the framework. Key Responsibilities Customer Experience & Engagement Lead the Customer team to deliver excellent service, clear communication and timely complaint resolution. Ensure all interactions follow Welsh Water’s customer journey and protocol standards. Work closely with Operations and Planning to reduce customer impact and improve overall service. Monitor customer KPIs (including C- MeX ) and share insights to drive continuous improvement. Planning & Operational Coordination Manage the Planning team to create accurate schedules, programmes and resource plans. Coordinate planning and customer activity to avoid disruption and ensure right‑first‑time delivery. Identify and resolve barriers to effective planning or work allocation. Health, Safety, Quality & Compliance Ensure Customer and Planning teams work safely and comply with all HSEQ policies. Support risk assessments, incident reviews and implementation of corrective actions. Promote high standards of safety, quality and continuous improvement. Stakeholder & Client Interaction Act as a key point of contact for Welsh Water on customer and planning matters. Build strong working relationships with the client and internal teams. Represent the framework in meetings, reviews and service discussions. Performance & Reporting Track, analyse and report performance across customer service, planning efficiency and KPIs. Identify trends, risks or opportunities and recommend improvements. Support the adoption of new tools or technology to enhance communication, planning accuracy or productivity. People Leadership Lead and develop a team of around 20 colleagues across Customer and Planning functions. Provide coaching, development and ongoing support to build team capability. Foster a positive, engaged and accountable working culture. About You Strong experience in customer service, planning or operational coordination. Proven leadership skills in a fast-paced, delivery‑focused environment. Excellent communication and stakeholder management abilities. Highly organised with strong attention to detail. Passionate about service excellence and process improvement. Experience within utilities or field‑based operations is an advantage. What we offer: Competitive salary and overtime rates 24 Days holiday plus Bank Holidays Uncapped earning potential. Pension scheme Death in service Ongoing training and professional development Opportunity to work with a leading water utility network About the Lanes Group: The Lanes Group are the UK’s largest independent provider of water and wastewater solutions and services, we play a vital role in always maintaining the seamless operations of the nation’s water systems. Formed in 1992, our half a billion-pound turnover ensures continued expansion for market share. Our key differentiator is our 4000 staff and our resource pool that includes the most innovative fleet, plant, and equipment the market has to offer. The Lanes Group plc comprises of a range of established service providers subsidiaries, which complement the specialist service of Lanes, by both work type and geography. Increasing our overall capability, assets and offering to our customers. Lanes Lanes I SUS Clearflow AQS We are an equal opportunities employer and welcome applications from under-represented members of the community. Strictly no agencies please