As a senior Incident Verification Controller at Lanes Group on the Southern Water contract, you will manage high‑priority incidents so they are investigated, verified and resolved quickly. This role is based at the Durrington Head Office (Worthing, West Sussex) and operates on a 4 nights on/4 nights off rota.
Job Details
* Job type: permanent, full‑time
* Hours: 38.5 hours per week on average (start times discussed in interview)
* Salary: up to £30,000 per annum, commensurate with experience
* Benefits: 24 days holiday (inclusive of bank holidays) + birthday off, health cash plan, on‑site parking, auto‑enrolment pension scheme, enhanced maternity and paternity leave; friendly working environment
Responsibilities
* Assess and manage incoming incidents, prioritising urgent cases.
* Coordinate engineer responses to meet critical KPIs.
* Monitor progress and ensure swift resolution of emergencies.
* Problem‑solve and make quick, informed decisions to mitigate impact.
* Provide prompt updates on incidents to key stakeholders.
* Ensure accurate evidence capture and complete event timeline.
* Adhere to Lanes Group policies and responsibilities.
* Perform reasonable ad‑hoc tasks, duties or projects requested by management.
Qualifications & Experience
* Hardworking and respectful
* Compliance with health and safety standards.
* Strong interpersonal skills to build relationships with team, engineers and wider network.
* Basic knowledge of Microsoft 365.
* Solid written and verbal communication skills with professional telephone etiquette.
* Resourceful, proactive and analytical with a solution‑focused mindset.
* Ability to multi‑task, prioritise, work under pressure and independently.
* Experience in similar roles or engineering background (e.g., former engineers, emergency operations or logistics in utilities).
People & Culture
Lanes Group is committed to fostering a diverse and inclusive workplace. All qualified applicants are welcomed regardless of background, and we encourage applications from under‑represented groups. We are a signatory of the ‘Charter for Employer Positive About Mental Health’ run by Mindful Employer.
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