Day in the Life: Khenn

Day in the Life: Khenn – Air Traffic Controller (aka Scheduler Extraordinaire)

Meet Khenn, one of the key people behind the scenes at LB White, helping keep the entire operation running smoothly. While he may not be out in the field turning wrenches, he plays a pivotal role in making sure the team stays on track, jobs are assigned, customers are updated, and the wheels of the business keep turning.

We sat down with Khenn to learn more about what a day in his life looks like, what he really thinks of the plumbing industry, and how his role fits into LB White’s unique way of working.

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So Khenn, tell us a bit about yourself.

Yeah, sweet as. My name’s Khenn. I’ve been working at LB White for about three and a half, maybe four and a half months now. I’m here on a temporary basis, but it’s been pretty great so far. My role is kind of like air traffic control for plumbers —scheduling jobs, updating bookings, and making sure customers are in the loop.

What does a typical day look like for you?

My day starts around 8am, and from that moment on, it’s all about keeping operations running smoothly. I begin by checking our job management system, Fergus, to ensure there are no urgent or outstanding tasks needing immediate attention.From there, I move into prioritising emails, handling phone calls, and coordinating with both our team and customers to ensure everyone’s aligned.

A large part of my role is scheduling jobs efficiently, updating bookings, and being the point of contact for clients — making sure they’re informed, reassured, andg etting the service they expect. It’s a balancing act between logistics, communication, and problem-solving, but it’s what keeps the engine running.Every day is different depending on how full the schedule is, but the goal remains the same: to keep the ship tight, organised, and responsive.

What do you think about the plumbing industry right now?

Honestly?It’s a mixed bag out there. In Wellington, we’re seeing a lot of cowboys —people who say they’re certified but leave behind messy jobs. We end up cleaning up a lot of that.

That’s whereLB White stands out. We aim to do it right the first time. We’re not interested in cutting corners. Howard (our boss) is also really community-minded — doing discounts for Gold Card holders, building relationships with other businesses in Lower Hutt, and expanding further up into Wellington.

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What would you say to someone thinking about a career in plumbing?

If you don’t mind getting your hands dirty and you’re up for long hours, it’s honestly a great trade. Good pay, solid work, and heaps of independence. Plumbing is one of those industries where the margins are good — if you’re smart with it, you can make a really comfortable life for yourself.

And the earlier you get into it, the better. Build your rep, stack some savings, and eventually you can go out on your own if you want. It’s not for the faint of heart, but it’s worth it.

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What are some of the perks?

Plumbers kind of run their own show. Sure, you’re part of the team, but once a job is assigned to you — you’re the boss of it. You decide how to get it done and when.

Plus, you get a work vehicle, trade discounts, and if you’re good at managing your time, you can build some flexibility into your days. At LB White, we use an alliance model which is a bit different — it gives our plumbers ownership over their jobs and more opportunity to earn.

Can you explain more about this alliance model?

Yeah, basically once a job is assigned, the plumber owns it — start to finish. My role is to make sure they’ve got all the info they need and to keep comms flowing between them and the client. Think of me as air traffic control — I help direct traffic, but once they're in the air, they’re flying the plane.

This model works because it empowers the plumbers. They’re not micro-managed, but they’re also held accountable. And if anything comes up, the office can check the notes and provide a seamless update to the customer. Everyone's on the same page.

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You’ve just taken on a new role too — tell us aboutthat.

Yeah! I’m now the designated backflow technician for LB White. I haven’t done the course yet, so I can’t say I’m fully qualified — but that’s coming.

Backflow testing is all about making sure the water in a building is clean and safe.You’re basically protecting the town’s main water supply from contamination. If the pressure drops and there’s no backflow device, dirty water (or even beer or chemicals!) could get sucked back into the city’s system. It’s serious stuff.I’m stoked to be getting into it.

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And lastly — what’s the team vibe like?

Honestly, it’s awesome. Everyone’s good. No bad eggs, no drama. It’s not a toxic work culture like places I’ve been before. It feels like a solid outfit — not one of those dodgy fly-by-night cowboy crews. People here care, and that makes a difference.