Experience

Lanes Group plc

• United Kingdom
• Utilities
• 700 & Above Employee

• Customer Coordinator

  • Aug 2019 - Present

  Duties include: - Managing in-day operations for my region, ensuring planned works go ahead - managing risks in day and acting as the key point of contact for the in day running’s of the region. - Developing relationships across the business by liaising with our Field team including Field Managers, engineers and drivers to ensure we have the correct vehicles and equipment in place - Managing high priority/risk flooding jobs and providing resolutions for high priority customers - Jeopardy manage all customers in order of priority and urgency of works - Managing assets and resources to ensure works are carried out in the most efficient and effective way possible - Monitoring reports and stats for the region to ensure we are meeting KPIs and SLAs regularly - Engaging in daily calls with different branches in and out of the company to manage daily operations of the business - Managing customer complaints and queries including local authority and MP cases - Working closely with contractors, local councils and Highway agencies to plan jobs. - Planning works in with all the necessary permits and traffic management as required.• Planning customer repair works in a timely & cost-effective manner. - Training new staff on procedures & systems within the department. - Liaising with customers on the phone, booking maintenance jobs with them based on the customer and our engineers staff availability -Dealing with difficult customers with emergencies and raising appropriate jobs and taking necessary actions after assessing the severity of the situations. Show less