Proactive Operations Planner

Overview

Plan and allocate field work to optimize engineer productivity and ensure first‑time fixes.

Key Responsibilities

• work allocation
• traffic management
• permit compliance
• sla monitoring
• salesforce updates
• field coordination

Tasks

-To allocate work and meet all Traffic Management and Permit requirements for a geographic area. -Manage appointments made via CGS procedures and ensure that Customers are kept updated and that engineers attend as agreed. -Be aware of Lanes Group policies and your responsibilities towards them. -To allocate all WNS contract works to Field Engineers which ensures that work is programmed to optimise Field Engineers productivity, within specified geographic. -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. -To escalate operational and customer difficulties to the Planning Manager in a timely manner, which enables solutions. -Ensuring that all office enabling has been completed and that Field Teams have all required information & equipment to complete works on first time fix. -Take responsibility and accountability for your planned works and Customers to drive up customer satisfaction and achieve required dates for all. -Comply with health and safety standards. -Communicate with Engineers requirements for works via Salesforce, Email, Telephone & text messaging. -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 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. -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.

Requirements

• microsoft 365
• communication
• multi-tasking
• initiative
• stakeholder mgmt
• interpersonal

What You Bring

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

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About Lanes Group

-It grew through strategic acquisitions and expansion into new service areas. -It secured major contracts with Thames Water and Southern Water, handling citywide sewer maintenance. -Its work spans large‑scale infrastructure including railway drainage on Crossrail and UV trenchless sewer relining on UK motorways. -Today, it operates a national network of depots, utility hubs and specialist divisions like Lanes‑i, Sapphire and AQS.

Sector Specialisms