Team Coach - Warrington - SUS

Established in 2013, Sapphire Utility Solutions has quickly become the partner of choice for many clients across the UK in our chosen markets.

We provide award winning services to the clean water, wastewater, gas, multi utilities and the highways sector. We are passionate about working alongside our client’s and partners to maintain the utility services essential to modern life throughout the UK.

About the Role:

Working on our United Utilities contract, as a Team Coach you will provide in-depth support to the Out of Hours team in accordance with each individuals requirements. You will work with others to identify training & coaching needs whilst maintaining performance and internal/external SLA's.

Location: United Utilities building, Haweswater House, Lingley Mere, Great Sankey, Warrington.

Hours: 30 hours per week on a 5 week rota. This includes evenings, weekends and Bank Holidays.

Salary: £22,500 per annum.

Rota: As our day team are finish their hours during the week, you and the Out of Hours team will take over from them. Shifts during the week start at 4pm being the earliest and until 10pm at the latest. During weekends, hours will increase with the team operating hours between 8am-10pm. Bank Holidays are required also and follow weekend operating hours.

Responsibilities – but not limited to:

Work closely with the client and supply chain to maintain a high standard of collaboration

Produce weekly shift rota for the team, to ensure there is sufficient coverage for Out of Hours shifts, which includes Bank Holidays.     

Deliver efficient updates to Planning Manager      

Monitor the Out of Hours team and maintain compliance     

Monitor the schedule and jeopardy manage for planned and reactive OOH’s work

Monitor and manage appointments         

Support system and process improvements      

Manage streetworks/permits for Out of Hours work

Full compliance on ZOI and utility prints

Support OOH’s traffic management requirements

Proactive customer touch points with CMEX in mind

Manage the schedule in line with the case owner core principles for Out of Hours work

Attend meetings by part of the delivery as and when required

Manage and help support HR issues

Maintain processes to deliver KPI and ODIs success

Full understanding of all work areas to provide high level training & 1-2-1 coaching sessions for our Out of Hours team

Full customer compliance to support CMEX

Experience and qualifications required for the role:

Demonstrate knowledge of regulatory customer service standards

Detailed knowledge of service level agreements across the Network Alliance

Sound knowledge of escalation processes

Detailed knowledge of wastewater processes

Educated to at least GCSE level (including ‘C’ or above passes in English and Mathematics)

Good of all internal/external systems

A high degree of social skills for working in a customer orientated environment. 

Previous customer contact experience (face to face, phone or internal customers)

What you will get in return:

In joining Sapphire Utility Solutions as part of the Lanes Group - the UK’s largest independent provider, we are committed to fostering a workplace culture that prioritises the well-being, growth, and safety of our employees. Through continuous training, professional development opportunities, and a supportive environment that values every individual's unique contribution, we empower our team to uphold the highest standards of integrity, collaboration, and inclusivity.

What we offer:

Pension

Death in service

Employee assistance programme

20 days holiday plus bank holidays

Modern, restaurant and outdoor seating

Subsidised gym onsite

Car parking

Modern Office Environment

This position is open to Internal and External candidates.  Any internal candidates currently employed within a division of the Lanes Group must complete an Internal Application form and submit to recruitment.

The Lanes Group plc comprises of a range of established service providers subsidiaries, which complement the specialist service of Lanes, by both work type and geography. Increasing our overall capability, assets and offering to our customers.

Lanes - https://www.lanesgroup.com/

Lanes I - https://lanes-infra.com/

SUS - https://sus.co.uk/

Clearflow - https://www.clearflowltd.com/

AQS - https://aqsenvironmentalsolutions.ie/

We are an equal opportunities employer and welcome applications from under-represented members of the community

Strictly no agencies please

SAP