Lanes Group is a leading nationwide utility services provider with c.5000 dedicated employees. Our diverse subsidiaries drive our success across various sectors, contributing to a remarkable turnover of over £700 million. We are committed to excellence and innovation, ensuring we provide industry leading services to our clients and stakeholders. Join us to be part of a dynamic and growing team that values diversity and fosters professional growth.Sapphire Utility Solutions, a Lanes Group Company specialise in multiple divisions.Severn Trent Water supplies clean, safe drinking water to millions of customers across the Midlands and surrounding areas. The company is committed to delivering reliable water services, reducing leakage, investing in infrastructure, and protecting the environment for future generations.Through its Severn Trent Clean Water contract, the team play a vital role in maintaining the region's water distribution network. Responsibilities include repairing water mains and associated assets, delivering reinstatement and traffic management services, and supporting AMP8 objectives through leakage reduction, network renewal, and lead pipe replacement programmes.Purpose of the Role:The successful candidate will have excellent customer service and communication skills, strong problem-solving abilities, and the ability to manage a varied workload in a fast-paced environment. They will be confident handling customer enquiries and complaints, maintaining accurate records, and working collaboratively with internal teams to deliver positive customer outcomes. Experience using Microsoft Office applications and customer relationship management systems is desirable
Location: Derby/SpondonHours: 7.30am to 4pm Monday to FridaySalary: £26,500 - £29,000Term: 12 Month FTCKey Responsibilities:Respond to customer enquiries via telephone, email & whatsappInvestigate complaints and claims fairly and professionallyKeep customers informed throughout the resolution processUpdate customer records and maintain accurate case notesCoordinate with field teams, contractors, and operational departmentsMeet performance targets such as response times, resolution rates, and customer satisfaction scoresKey RequirementsSkills & Experience Excellent customer service, communication, and problem-solving skillsAbility to investigate and resolve customer enquiries and complaints effectivelyStrong organisational skills with the ability to manage multiple priorities and meet performance targetsResilient, adaptable, and professional when handling challenging situationsCompetent in Microsoft Office and customer management systems with strong attention to detailDesirable:Experience working within the utilities, water, construction, housing, or regulated sectorsKnowledge of water network operations, leakage, reinstatement processesKnowledge of CRM and case management systemsPrevious experience in a customer service, contact centre, or complaint-handling roleLiving The Company ValuesBy embedding our companies core values and purpose into each role, ensures that every employee, regardless of their role or level, understands how their individual development and contributions align with our purpose of ‘improving today for a better tomorrow'.Each role and value has an alignment to set proficiency levels and expectations; this role holder is expected to:Leading: Acts as a role model, shaping the learning agenda and influencing changeAgile: Anticipates learning needs, adjusts quickly to changing operational contextsNurturing: Supports the development of others through coaching and structured development plansEngaging: Inspires and motivates learners, builds trust and credibilitySafe & Secure: Ensures all learning is aligned to safety and compliance standardsYour Contribution to the company:Strive to be always positive and constructiveAdhere to all company policiesStraight talking about the facts of the situation - open discussions are the best way to find solutionsHelp others through communicating clearlyDeliver on commitmentsEnsure that any ideas that may enhance the productivity or systems of the company are brought to the attention of Senior Management, or your colleaguesDeliver our Company Values understanding that by working together in unity we are ‘Stronger Together'Equality, Diversion & InclusionAt 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.BenefitsPension PlansTraining & Development