Customer Resolutions Advisor

Lanes Group Ltd 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.

Department:
Key Accounts works closely with operational and support teams across the UK, building and maintaining strong relationships with strategically important customers to ensure the consistent delivery of high-quality services and long-term value.
The team is responsible for managing key customer relationships, understanding client requirements, monitoring performance against contractual commitments, and identifying opportunities for continuous improvement and growth. Through regular engagement and collaboration with stakeholders across the business, Key Accounts helps drive customer satisfaction, retention, and sustainable business success.

Purpose of the role:

Working within the Customer Umbrella you will be working with our Customer Resolutions Team who are responsible for investigating and resolving customer/client complaints. The Customer Resolutions Team provides a service to all our customers/clients across our depot networks so we are looking for someone who is resilient, a problem solver with a positive attitude.

Key Responsibilities:

• Dealing with complaints across all the depot network
• Liaising with customers via email and telephone
• Logging calls and complaints on our internal system
• Investigating the complaints in order to make the correct response/decision.
• Building and maintaining relationships with our Regional and Depot Managers.
• Ensuring all internal policies and procedures are correctly followed

Key Requirements

Skills & Experience:

• Strong written communication skills.
• Exceptional verbal communication skills.
• Proven track record of working collaboratively across internal business functions.
• Calm, objective and resilient when dealing with complainants.
• Meticulous Record Keeping - maintaining chronological logs of all communications, investigation findings, evidence, and final outcomes to ensure a robust audit trail.

Desirable:

• Experience working within drainage and wastewater services and an has an industry standards awareness.
• Experience working with and resolving customer complaints. 

Living the Company Values

By 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 change.
• Agile: Anticipates learning needs, adjusts quickly to changing operational contexts.
• Nurturing: Supports the development of others through coaching and structured development plans.
• Engaging: Inspires and motivates learners, builds trust and credibility
• Safe & Secure: Ensures all learning is aligned to safety and compliance standards.

Your Contribution to the company:

• Strive to be always positive and constructive
• Adhere to all company policies
• Straight talking about the facts of the situation – open discussions are the best way to find solutions
• Help others through communicating clearly
• Deliver on commitments
• Ensure that any ideas that may enhance the productivity or systems of the company are brought to the attention of Senior Management, or your colleagues
• Deliver our Company Values understanding that by working together in unity we are ‘Stronger Together’

Equality, Diversion & Inclusion

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.