Heating Service Manager
Role(s) available in these areas.
Cornwall
Job Purpose:
The Service Manager will be responsible for overseeing the service scheduling and management of
bookings, ensuring efficient planning for customer compliance and repair appointments. You will lead
administrative teams, manage client contracts, and coordinate with site-based staff to ensure an
exceptional customer experience. The role requires strong organisational skills, accountability for
service delivery, and proactive management of compliance and reporting requirements.
Full Job Description
Benefits for Working at CCS
- Pension Scheme (Auto-enrolment after completion of probation).
- Buying/Selling of annual leave after a successful probation period in the allocated window.
- Potential for an enhanced benefits package after two years’ service, based on performance.
- Professional growth opportunities.
- Parking available in office locations.
- Refer-a-friend bonus scheme.
- Work-related training (in-house and external where appropriate).
- 24/7 Employee Assistance Program.
Key Responsibilities
- Oversee the planning and scheduling of over 7,000 appointments per year through the administrative team.
- Manage overall service compliance across maintenance contracts in the South of England.
- Ensure real-time client updates via IT interfaces, maintaining protocol compliance.
- Hold scheduling staff accountable for compliance and repair contract planning.
- Ensure accurate client reporting, meeting all deadlines and requirements.
- Oversee communication with engineers and support the
- Technical Manager as required.
- Work cross-functionally with other departments to ensure process and business compliance.
- Provide weekly reports to senior management on service performance, compliance, and work progress.
- Monitor customer service standards, ensuring a positive customer experience aligned with CCS goals.
- Organise and lead internal meetings to review team performance and drive improvements.
- Collaborate with the Customer Experience Manager to enhance service delivery.
Skills & Qualifications
- Proven experience in a customer service management role.
- Strong knowledge of administrative processes and accountability frameworks.
- Ability to analyse and report on KPIs and performance metrics.
- Experience in developing training programmes to improve team efficiency.
- Familiarity with CRM systems and customer engagement methods.
- Team management experience (leading up to 10 staff) with a strong track record of results.
- Advanced proficiency in MS Access, Excel, Word, and CRM systems.
Personal Attributes
- You pride yourself on truth and share knowledge for the greater good.
- You are committed to improvement and are an active team participant.
- You take responsibility for your role and promote ownership in others.
- You have a desire to succeed, whether in small or large goals.
- You are flexible to meet business needs and proactively develop your skills.
We are an equal opportunities employer, and we welcome applicants no matter what their ethnicity, gender, sexuality, beliefs, or nationality.
Apply
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