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Proactive Operations Planner

March 6, 2026

Proactive Operations Planner

At Lanes Group nothing is more important than the health, safety and well-being of our people and our customers. It’s a major reason we are the UK’s largest independent specialist infrastructure delivery partner of choice with a turnover fast approaching £700 million with an EBITDA £68 million, with almost 4,500 brilliant people and a countrywide network of operational locations. Our services cover the majority of the FTSE 100 & 250 respectfully, added to this, we are the market leader in Regulated Wastewater Utilities.

Strong leadership being at our heart, supporting our people ensuring they are engaged with purpose, rewarded and recognised whilst delivering absolute exacting operational excellence being a leading entity and enviable delivery team embracing quality and compliance in our overarching delivery, one of our fundamental key differentiators.

In this critical role of ensuring our organisation is known for being the best in everything we do, known for leaving a legacy of absolute quality and compliance and, keeping our promises at all times is our absolute mantra.

Planning is seen, both internally and externally, as an integral part of the business, driving the smooth completion of work in the field and consistently providing excellent customer service, collaboration, accountability, leadership and a multi-skilled workforce.

Position: Proactive Operations Planner

Location: Customer Solution Centre, Slough, Berkshire

Job Type: permanent, full time

Hours: Monday to Friday, 37.5 hours, working 1 in 3 weekends with the following Monday and Tuesday off in lieu

Salary: OTE £27,081 per annum

Benefits: 24 days holiday (plus bank holidays); onsite restaurant; personal learning; workplace pension; onsite parking; free access to wellbeing support

About the role:

Due to continued growth and development, we are now looking for customer focused people to join us in our Utility Division, working on our Thames Water contract service to deliver real and effective solutions to waste-water network and drainage problems.

To allocate all WNS contract works to Field Engineers which ensures that work is programmed to optimise Field Engineers productivity, within specified geographic.
Transferring and recording data into multiple spreadsheets in line with the company's guidelines and standards to ensure Field engineers are able to complete works on a first time fix.
Ensuring that all office enabling has been completed and that Field Teams have all required information & equipment to complete works on first time fix.
Communicate with Engineers requirements for works via Salesforce, Email, Telephone & text messaging.
To allocate work and meet all Traffic Management and Permit requirements for a geographic area.
To be the focal point for all works allocated within the geographic area and ability to re-allocate resources where operational situations arise, without impacting on Customer promises.
To escalate operational and customer difficulties to the Planning Manager in a timely manner, which enables solutions.
Manage appointments made via CGS procedures and ensure that Customers are kept updated and that engineers attend as agreed.
To monitor SLA's and reduce customer updates/callbacks to zero by ensuring that works are planned effectively and that Customers are updated via outbound.
Maintain regular liaison and communication with the Field Engineers and Field Managers to ensure works are planned and completed as agreed.
Monitoring email inbox to ensure all data is captured and responding in a timely manner to any emails relating to you or your direct region.
To answer all phone calls within the agreed time frame and ensure call handling is completed as specified by the Team Manager for both inbound and outbound.
Take responsibility and accountability for your planned works and Customers to drive up customer satisfaction and achieve required dates for all.
Undertake any other reasonable duties, activities or projects as required.
Be aware of Lanes Group policies and your responsibilities towards them.

So if you enjoy working in a fast paced environment and delivering only the best in customer service, where no two days are the same and want to join a growing company that not only values you and your ability - but also strives to develop your potential and further your career progression, then we are the right Company for you.

What is essential is the ability to work safely to quickly diagnose and deliver practical and efficient solutions to attain the highest levels of customer satisfaction.

About you:

The ideal candidate will:

Be hard working and respectful
Comply with health and safety standards.
Have great interpersonal skills to create relationships with the team, engineers, and wider Lanes Group network
Have basic knowledge of Microsoft 365
Have solid communication skills (both written and verbal) with professional telephone etiquette
Be resourceful and proactive
Multi-task, prioritise, work under pressure and on own initiative
Have the ability to deal with people at different levels

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 underrepresented groups. Join us in our commitment to creating a more inclusive and diverse world.

Lanes Group are a signatory of the 'Charter for Employer Positive About Mental Health' run by Mindful Employer.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...