Role overview and purpose We are seeking a proactive and detail-oriented Service Excellence Team Leader to manage and lead a specialist team responsible for returns and repatriation, MAP engagement, and the timely return of metering assets in line with the UK Metering regulations. This role ensures operational efficiency, contractual compliance and delivery, accurate reporting, maintaining our reputation with clients and regulators. Responsibilities and objectives Leadership Lead and manage a team responsible for meter repatriation, MAP communication, and scheduling returns. Own the full lifecycle of meter asset returns, from return inbound to final return to MAPs. Implement robust processes to ensure timely returns within 30-day UKMF guidelines. MAP Relationship Management Act as the primary point of contact for Meter Asset Providers (MAPs). Resolve disputes and discrepancies relating to asset condition, location, or timeliness. Maintain an updated contact matrix for MAPs and ensure smooth information exchange. Client Relationship Management Act as the primary point of contact for clients. Resolve disputes and discrepancies relating to asset condition, location, or timeliness. Maintain updated service contracts in line with process and client requirements and ensure smooth information exchange. Produce internal and external reports to monitor performance KPI’s. Regulatory Compliance & Reporting Ensure all activities comply with the UK Metering regulations and contractual SLAs. Provide accurate, timely reports on asset movements, exceptions, and compliance metrics. Collaborate with compliance and regulatory teams to support audits and data submissions. Scheduling & Logistics Oversight Oversee the planning and scheduling of meter returns, coordinating with logistics teams. Monitor exceptions, delays, and returns-in-error to drive continuous improvement. Team Development Coach and develop team members, fostering accountability and knowledge of regulatory obligations. Ensure training on industry changes, data handling, and systems.