Lomax Training's first female newly qualified service layer
- Lomax Training
- Sep 30
- 3 min read
Meet Jade, our first female newly qualified service layer.
Jade has successfully completed our latest Service Laying programme which was delivered in partnership with New College Durham through the Sector Skills for the Workforce (ESF) project.
Jade has worked in the industry since 2012. Her roles have evolved and since joining MC&C Utilities in 2019 she has now gained the technical skills needed to enhance her current role improving customer liaison for MC&C.
"Taking the service laying qualification means that I am better equipped with engineering knowledge so that when I am speaking with customers, I can give them a better understanding of how their service will be laid and whether the meter will need to be moved and where the most suitable location would be."
Jade spoke with the team at Lomax Training, telling us about her career journey and how gaining the utilities certification has helped her gain a fuller understanding of service laying:
"I have worked in the gas industry for 10 years, starting off at Northern Gas Networks on connections when they moved the connections team from Edinburgh into Doxford Park. I was a designer for all new connections and alterations on industrial and commercial properties and also new build development sites. I was in this role for 8 months before being promoted to the customer care team leader where I was responsible for the management of customer complaints and enquiries and making sure the customer care agents were compliant on calls and that all targets were hit.
I was in this position for 18 months before moving to Yorkshire to be the Stakeholder Manager where I managed 10 customer care officers, and was responsible for liaising with councillors, MPs, local authorities and emergency services. I also wrote press releases and all communications for all high profile schemes and was heavily involved in the social obligations committed by Northern Gas Networks. I was in that role for 3 years then took redundancy from Northern Gas Networks whilst I was on maternity leave in 2019.
I started working for Ian at Mc&C Utilities in March of 2019 as his customer manager. I am responsible for all customer engagement, speaking with customers ahead of the works starting and advising them of position of dig, gas isolation, reinstatement, dealing with all complaints and enquiries, management of customer scores and making sure that we are achieving all KPIs and standards set by Northern Gas Networks.
Taking the service laying qualification means that I am better equipped with engineering knowledge so that when I am speaking with customers, I can give them a better understanding of how their service will be laid and whether the meter will need to be moved and where the most suitable location would be."
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