Engagement & Support Manager
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 in excess of £530 million, (EBITDA £45m), with over 4,000 brilliant people and a countrywide network of operational locations. Our services cover the majority of the FTSE 100 & 250 respectfully.
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.
The Engagement & Support Manager plays a pivotal role in creating a positive, connected and high-performing workplace, while providing operational leadership across the Customer Solutions Centre.
The role is responsible for developing and delivering employee engagement initiatives, wellbeing programmes, social value activities and cultural events that strengthen colleague experience and embed the organisation's values. Alongside this, the role provides operational resilience by supporting Regional Team Managers and Operations Managers during periods of annual leave, absence and increased business demand, ensuring continuity of service and leadership.
Acting as the first point of contact for people-related matters, the role will work closely with operational leaders, HR and employee networks to enhance colleague wellbeing, drive engagement and support business performance.
We are an equal opportunities employer and welcome applications from under-represented areas of the community.
Position: Engagement & Support Manager
Location: Customer Solution Centre, Slough, Berkshire
Job Type: Permanent, full-time
Hours: Monday to Friday, 37.5 hours
Salary: Depending upon experience
Benefits: 24 days holiday (plus bank holidays); health cash plan; onsite parking; onsite restaurant; auto enrolment pension scheme; friendly working environment.
STRICTLY NO AGENCIES PLEASE
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.
Responsibilities
- Operational Support
- Provide operational cover for Regional Team Managers and Operations Managers during periods of annual leave, absence and increased business demand.
- Support the day-to-day management of operational performance, service delivery and customer outcomes.
- Act as a flexible resource across the CSC, ensuring continuity of leadership and decision-making.
- People Support
- Act as the first point of contact for people-related queries, providing guidance and signposting where appropriate.
- Support employee wellbeing, engagement and inclusion initiatives.
- Engagement & Inclusion
- Lead the planning and coordination of engagement events and awareness campaigns throughout the year, including Diwali, International Women's Day, Pride Month, Breast Cancer Awareness, Mental Health Awareness Week, Black History Month, Christmas activities and other cultural or wellbeing events.
- Support and help coordinate employee networks across the business.
- Work closely with the Social Committee to deliver engaging activities that promote colleague wellbeing and engagement.
- Charity & Community
- Support the coordination of fundraising activities and charity events.
- Track participation and impact of charity initiatives.
- Communications & Knowledge Management
- Create and maintain a central library of engagement activities, event plans, templates, communications, photographs and outcomes.
- Ensure all social value, charity and engagement activities are documented and stored in a self-service repository for managers.
- Produce case studies and evidence that can support customer bids, award submissions and social value reporting.
- Continuous Improvement
- Identify opportunities to improve colleague engagement and workplace culture.
- Analyse engagement feedback and recommend improvements.
- Support wider people initiatives and projects across the Customer Solutions Centre.
So if you enjoy working in a dynamic team, 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 have:
- Experience in employee engagement, wellbeing or culture programmes.
- Experience leading or supporting people and teams
- Excellent organisational and project management skills.
- Strong communication and stakeholder management skills.
- Ability to influence at all levels of the business.
- Strong Microsoft Office skills.
Desirable:
Key Skills:
- Analytical Thinking – Make considered assessments of data to evaluate risks and opportunities, enabling sound conclusions and informed decision-making.
- Communication – Listen attentively and adapt communication styles to suit different audiences, ensuring clear understanding and building positive working relationships.
- Customer Focus – Understand and respond to customer and supplier needs while meeting quality, cost, and time requirements. Maintain awareness of opportunities to enhance customer satisfaction.
- Dealing with Change – Embrace change as an opportunity for improvement, identify potential barriers, and support others through the transition process to achieve successful outcomes.
- Decision Making / Problem Solving – Apply a logical and structured approach to decision-making, analyse data within established guidelines, identify root causes, and develop practical solutions to challenges.
- Delivering Results – Work systematically towards defined objectives, consistently achieving targets and maintaining a strong focus on quality, performance, and personal accountability.
- Leadership – Lead by example, motivate and support others, foster collaboration, and continuously drive improvements in team performance and effectiveness.
- Innovation – Demonstrate a proactive desire to improve existing processes and contribute ideas that create value for the organisation and its customers.
- Strategic & Commercial Awareness – Understand organisational priorities and business objectives, aligning actions and decisions to support strategic goals and commercial success.
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.
Please note: We do reserve the right to close this advertisement early if we receive a sufficient number of suitable applications.
